Technical Support 2

Act as a primary escalation point within the team for the resolution of the most challenging technical problems

Troubleshoots problems with software applications and recommends corrective action

Analyze, reproduce, troubleshoot, and resolve technical issues related to specific and general functionality of product/software (internal or external) and (if applicable) associated third-party integrations

Maintain an in-depth knowledge of products/software

Define, coordinate, and prioritize customer feedback and work closely with the Product Development and Product Management team to implement product/software enhancements

Act as a customer advocate, championing issues that have an impact on customer operations as they relate to products/software

Utilizes multiple systems/tools to troubleshoot a variety of issues and partners with various departments to ensure software products meet the needs of the customer

Provide dedicated beta support to product/software customers, which includes working with the Product Management and Product Development teams to increase product stabilization and usability and ensure the smooth implementation in the production environment

Ability to manage and implement system/software upgrades

Participate in cross-functional teams/departments such as QA and Product Management to drive consistency and continuous improvement with both process and products

Maintains all service standards

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in Business Administration, Computer Science or related field or equivalent experience

2+ years of technical customer service experience handling complex customer software-related issues

Basic understanding of network, server, and software methodologies and how they relate

Demonstrated interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities

Demonstrated high degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity

Available to work any shift, including weekends, holidays, and/or overnight

Demonstrated effective verbal and written communication skills including business writing, grammar, and punctuation in order to correspond with customers via letter, email, and webchat

Demonstrated ability to communicate and collaborate across multiple teams and locations

Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities

Demonstrated ability to learn, support change management, and assimilate new information quickly

Ability to use independent judgment/discretion for problem escalation on more complex issues or situations and coach less experienced representatives in basic procedures

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.