The Role - Technical Support Specialist
At AMCS, our software enables some of the largest enterprises and utilities to manage their data, work, and compliance on their physical assets. We are more than a software company – we are a solutions provider. Bringing robust industry process and field knowledge to our customers, we deliver an intuitive experience for the folks in the field and office alike. Our secret sauce lies in the configurability of our platform. No two operations are the exact same – combining our industry expertise and flexibility of our platform, we solve for some of the most complex operational challenges.
The Location - This role can be based in our Boston or Jacksonville office or fully remote.
Overview of Role;
The Technical Support Specialist will be responsible for receiving, prioritizing, documenting and actively resolving end user help requests. They will diagnose complex issues and relay information back to the client in an effective way; and will be able to work with Product and Engineering teams on hotfixes, sprints, and enhancements to the systems as requested by clients.
You will;
- Triage support inquiries and respond to incoming requests from customers through our support channels (ticketing system, email, phone).
- Educate requesters about best practices and answer product questions by recommending Help Centre content and/or providing status updates.
- Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request.
- Become an expert on how the AMCS Field Services system works to help requesters understand the features and benefits pertaining to their specific needs.
- Reproduce customer issues by impersonating the client to diagnose the problem and resolve basic troubleshooting issues. Follow procedures to escalate to other teams if issue is determined to be a system bug.
- Consistently maintain excellent customer satisfaction ratings.
- Provide prompt and accurate feedback to requesters.
- Ensure the support SLA is met on all assigned Support tickets.
- Prioritize and manage several open issues at one time.
- Create and maintain internal training documentation and Help Files.
Requirements;
- Expert communication skills (verbal and written) with the ability to communicate complex issues to technical and non-technical audiences that include peers, partners, and IT and Business management
- Bachelor’s degree
- 3 years of customer experience support
- Has knowledge of project management and possesses analytical/problem solving skills.
- Results oriented and have teamwork and relationship building skills
- Experience with Zendesk, Confluence, JIRA ideal
Who we are?
AMCS is Ireland’s largest indigenous software company. We are a market leader in the environmental service industry. AMCS employs over 1300+ people across 12 countries. We are Headquartered in Limerick, Ireland and have offices in North America, Europe, Asia, and Australia.
What we do?
We deliver enterprise cloud-based solutions worldwide. AMCS supports over 2,650 customers across 22 countries. Our team is at the cutting edge of technology and innovation. We help our customers to reach a more sustainable future through reducing their carbon footprint and to work in a more environmentally conscious way.
Your AMCS story begins here... check out what some of our employees have to say!
Apply now to join our team and be part of our mission to create a cleaner world!