Sr Product Support Technician

Neustar, Inc. (NYSE: NSR) As a global information services provider and leader in Connection Science, we know how to connect people, places, and things. Our marketing, risk, security, registry, and communications solutions help over 12,000 clients grow and guard their businesses. More information is available at www.neustar.biz.

Job Requisition:

R-1021 Sr Product Support Technician (Open)

Primary Location:

LOUISVILLE

Job Description:

The Sr. Product Support Technician is an integral part to the Customer Experience Team based in Louisville, KY – one of Louisville’s Top Best Places to Work for Four consecutive years in a row!
Responsibilities include handling all support, including supporting customers who use the products along with monitoring and troubleshooting the product.
The expectation for this position is to be able to solve a high percentage of customer inquiries via Phone, Email and Support Ticketing System, work directly with the external Customers and internal Team Members to identify and resolve customer issues.
Responsibilities/Key Tasks:
Assist customers with the use of the product. Collect, analyze and solve customer-facing issues based on the facts presented by the customer and knowledge of the product line.
Being an integral part in a team environment and act as central subject matter expert for more complex issues and customer inquiries.
Manages high profile client relationships
Maintain help desk tickets with current information and provide and update support documentation as required.
Maintain Email, Phone and Ticket response times in accordance with SLA’s.
Works with other Internal Departments to determine the root cause of customer facing issues
Provides timely escalation of issues within organization as necessary
Drive network and system issues to resolution within Neustar.
Drive strategic business decision making through detailed analytics, insights and Real-Time reporting on Key Performance Indicators (KPIs) and financial results
Available for multiple schedules for 24x7x365 support hours.
Use Tableau to create innovative executive dashboards, scorecards, and weekly/monthly reports on the status of key business measurements
Possessing a methodical and disciplined approach to problem solving
Possess the ability to communicate and work with Engineering and Development staff.
Troubleshooting, fault identification, diagnosis and resolution; address implementation questions and assist in trouble-shooting issues/defects found in the test environments and during sprints of new platform releases.
Being an integral part in a team environment and act as central subject matter expert for more complex issues and customer inquiries
Qualifications/Education Requirement:
Bachelor’s degree or technical concentration preferred.
At least 3-4 years of customer support/helpdesk experience or telecommunications industry experience
At least 3 years of providing in depth technical application support.
Strong clear verbal and written communication and presentation skills is required
Strong Custom Relationship Management (CRM) strategy and service ethic
Excellent interpersonal skills and able to communicate with a wide range of clients
Excellent analytical, research, numeracy and problem solving skills.
Strong decision making skills and the ability to take the lead
Confident consultation skills demonstrating comfort approaching customers
Ability to explain complex information in simple terms and deliver clear and concise client recommendations
Ability to multitask and leverage escalation procedures.
Experience in troubleshooting Oracle database (SQL query) and Unix/Linux
Experience using Java, XML, HTML, CORBA, SOAP interface, network protocols
Salesforce or similar ticketing system a plus.
Familiarity with market research, statistical methods, big data, segmentation/modeling approaches, ad tech, and marketing concepts a plus.
Proficient in PowerPoint for some slide creation and editing
Proficient in Excel including pivots and reporting as needed
Experience in Tableau a plus.
Basic scripting knowledge (ruby/perl/python ) a plus
Splunk or similar reporting/analytics tool) a plus.
DIVERSITY
Diversity, inclusion and teamwork are second nature to Neustar; and these values permeate our entire business structure. Neustar is committed to creating an environment where a wide spectrum of opinions and beliefs are actively sought, listened to and respected. Further, our talented workforce draws from the many geographic areas and markets in which Neustar operates worldwide, which represents a distinct competitive advantage. The rich and varied personal and professional backgrounds of our employees make Neustar a dynamic and rewarding company at which to build a career. We invite you to join us.
EOE of Minorities/Females/Vets/Disability
Neustar, Inc. considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or status as a Vietnam-era or special disabled veteran in accordance with federal law and other state and local requirements. Neustar, Inc., complies with applicable state and local laws prohibiting discrimination in employment and provides reasonable accommodation to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA) and applicable state and local laws.