Lead Technical Support Specialist

3 weeks ago

Newbury, West Berkshire, United Kingdom Rocket Software Full time

Job Overview

The Lead Technical Support Specialist plays a pivotal role in guiding and overseeing the technical assistance and enhancement of Rocket Software products. This position involves diagnosing reported issues to facilitate resolution, either directly for clients or by collaborating with the development team to implement lasting solutions. The Specialist will serve as the technical authority on various products.

Key Responsibilities:

  • Evaluate customer requirements and establish clear expectations.
  • Confirm the accuracy of business impact assessments provided by clients.
  • Manage critical situations as an escalation expert across multiple clients.
  • Collaborate closely with Product Development Managers.
  • Act as the primary contact or support coordinator for significant clients.
  • Organize team discussions to address consumer concerns regarding product development.
  • Propose modifications to product features based on customer feedback.
  • Lead assigned projects and may take on organizational leadership roles.
  • Independently verify problems by assessing the client's environment, error messages, and symptoms.
  • Troubleshoot and resolve urgent and complex issues effectively.
  • Conduct research for resolution cases utilizing knowledge bases and documentation.
  • Develop reproducible cases when necessary.
  • Prepare, recommend, and implement effective solutions.
  • Serve as a point of escalation for junior team members in the preparation and implementation of solutions.
  • Create documentation at an appropriate level for team use.
  • Analyze case trends for continuous improvement.
  • Master the creation of case tracking details for future reference.
  • Assist other Support Engineers across various levels.
  • Accountable for both individual and team performance outcomes.
  • Engage in internal projects and other tasks as assigned.
  • Commit to ongoing self-directed learning to enhance knowledge of Rocket Software products.
  • Regularly contribute to the development of training materials.

Required Qualifications:

  • A minimum of 8 years of experience in technical support or a customer-facing role.
  • Advanced understanding of computer technologies.
  • Availability for occasional after-hours, weekend, and holiday work.
  • Strong analytical and problem-solving abilities.
  • Excellent communication skills.

Commitment to Information Security:

At Rocket Software, information security is a collective responsibility. Every individual within the organization is accountable for the security and protection of company information and IT resources relevant to their role.

Diversity, Inclusion & Equity:

Rocket Software is dedicated to fostering an inclusive workplace where every employee can thrive by being their authentic selves. Being part of Rocket means contributing to our mission of promoting inclusivity, diversity, and equity within our workforce.

Rocket Software Inc. is proud to be an equal opportunity employer, committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Rocket is also committed to providing reasonable accommodations to individuals with physical and mental disabilities.

If you appreciate dynamic growth and enjoy collaborating with enthusiastic, high-achieving individuals, you will find a rewarding career with us.

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