Technical Support Specialist - Level 2

The Technical Support Specialist is an important contributor to our Extensis Team, providing assistance and support to our customers. Our team runs in a fast-paced environment, with high call, email and chat volume. Our customers’ successful implementation of our products is the number one objective. In this role, you will be a primary support contact for our customers by answering calls, engaging in chat sessions, documenting cases, handling emails, assisting with defect escalations, and maintaining knowledge base articles. You will also answer questions and assist members of other internal teams.

Responsibilities:

Maximize the success of our customers by being an advocate for our products
Assist, coach and train customers so they can manage and navigate their applications long-term
Help customers to drive user adoption of our available online resources
Constantly look for new ways to improve team performance
Document all cases in a customer relation management (CRM) database
Provide timely updates to the Technical Support Manager regarding customer cases and report new product escalations
Carry a mobile phone and work “on-call” in a 24×7 capacity on a rotating (monthly) basis

General Qualifications:

Associates or Bachelor’s Degree in Technology or equivalent experience
Minimum 1 to 3 years’ experience supporting users in a technical role, via phone and email
Great attitude and a passion for helping customers resolve their technical issues
Self-motivated and focused when resolving customer issues
Professional, courteous demeanor in all forms of communication
Able to learn quickly, adapt existing knowledge, and be resourceful when difficult issues arise
Work cooperatively with members of other departments, which includes assisting the sales team with pre and post sales technical support
Timely, responsible, and dependable
Able to prioritize and handle a multiple case workload that will include emails, assisting with defect escalations, and maintaining knowledge base articles
Ability to maintain detailed case logs with relevant, accurate information

Required Technical Qualifications:

Familiarity and working experience with Windows and Windows Server operating systems
Familiarity and working experience with recent macOS X desktop and server operating systems
Practical understanding of modern network concepts (including common network protocols such as TCP/IP, SMB, AFP, FTP, HTTP, etc
Understand general database architecture concepts, including the setup & configuration of Microsoft SQL and/or MySQL Databases
General understanding of Adobe Creative Suite, Creative Cloud and QuarkXPress applications
Familiarity with Virtual Machine and cloud environments

Additional Desired Qualifications:

Familiarity with Unix and DOS shell commands and scripting
Creative technology experience
General knowledge of common graphic file formats
Experience with graphic design
Knowledge of pre-press workflow
General knowledge of computer-based font management, various font formats, and font architecture
Understanding of digital photography and video
Metadata standards such as IPTC, EXIF, XMP, etc…
Database experience with Microsoft SQL Server, MySQL, PostgreSQL, or Oracle RDBMSs

Certificates, Licenses, Registrations: Technical Certifications in any of the following are helpful in this position: