End-User Support Specialist
thePlatform is growing and seeking an End-User Support Specialist.
thePlatform helps content providers, broadband media sites, and mobile businesses solve their unique media publishing requirements. Our proven media management and publishing technology services scale with our customers' operations and support their business model with an open, versatile approach to providing an ideal technical solution for their needs.
Our media publishing system (mps) technology is a hybrid of J2EE and .NET. thePlatform's ASP receives millions of hits per day, and we've helped our customers connect dozens of technologies and applications using our products.
A successful candidate for this position will thrive on interacting with customers and helping them to solve a variety of technical and non-technical issues. We are looking for someone with a technical background, and more importantly, someone with great communications skills who will enjoy helping our customers make the most of our service, as well as quickly and efficiently solving any issues they encounter. We are also looking for someone who pays attention to detail, can explain technical issues in a way that non-technical people can understand, and wants an opportunity to help define the process and procedures we put in place to support our end users. The majority of the responsibilities involve solving end user support issues, but there is an opportunity to learn more about our core products and the potential for advancement within the support organization.
This position is for a 24/7 staffed operations center. Ability to maintain a flexible schedule is required. Position involves late night, early morning, and week-end shifts.
Responsibilities:
- Resolve complex customer issues on first contact via e-mail and telephone using multiple customer support tools.
- Develop a strong knowledge of all the components of our service such as customer store fronts, the mps, customer support, quality control tools, etc.
- Document and track to resolution all customer support issues.
- Effectively articulate complex information to a variety of technical and non-technical customers and to our engineering team.
- Escalate support issues requiring additional technical investigation to our engineering team.
- Provide recommendations on improving our service based on customer feedback.
- Maintain a public-facing FAQ to help end users resolve their questions.
- Update and maintain an internal knowledge base, thoroughly learn the details of our biggest projects, and work with external customers to support commerce store fronts, tier-1 issues, and the back-end media engine.
- Work with our project management, engineering, and QA teams to identify customer service issues and requests that can be added to future product versions.
Requirements:
- End-to-end experience in the support of web-based applications.
- Familiarity with structure of modern enterprise web applications: the user interface, application server, and database.
- Significant application support background, including participation in testing or supporting web-based solutions or other enterprise software.
- Network troubleshooting skills.
- Proven ability to work independently.
- Customer-first attitude and strong communication skills, with a keen analytical and structured approach to problem solving.
- At least one year experience in a customer service capacity.
- Desired skills: HTML, e-commerce applications, streaming media, web services, Microsoft .NET development.
- BS/BA in a related field or equivalent experience is required.
US citizens and green card holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H-1B and TN candidates at this time.
This position will be filled at thePlatform headquarters in Seattle, WA. Please email your resume to work@theplatform.com.