We are looking for a skilled Technical Support Specialist to join the Nexthink customer support team and contribute to improving our customers' Digital Employee Experience. The TPS specialist will handle the technical support requests around the Nexthink Products, working closely with the Support Account Managers and Engineering teams.
Job Responsibilities:
• Perform Level 1 and Level 2 support for the product-related tickets raised by the premium customers in scope.
• Ensure timely resolution of the support tickets.
• Reproduce the problems, perform troubleshooting, log analysis, and share actionable insights.
• Participate/coordinate escalations and organize stakeholder meetings to fast-track solutions/hotfixes.
• Service recovery by engaging SRE (Site Reliability Engineering) and/or other Engineering teams if needed.
• Create Jira tickets with the different engineering teams with continuous follow-up.
• Contribute, update, maintain and enhance the knowledge base.
• Continually assess the customer deployment to ensure optimum performance and availability.
• Build and maintain strong relationships with the Support Account Managers/Customers
• Advocate for th...
Nexthink
Leader in digital employee experience category, combining real-time analytics, automation, and employee feedback across all endpoints to help IT teams delight people at work.
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