Job Description

Description KBX Tech is looking for a Product Support Specialist to join our team! A successful candidate will be a member of the IT Customer Support team supporting a suite of SaaS products. This individual will be expected to build and foster effective relationships with Product Teams, and Customer Success teams for product knowledge and technical documentation. Good communication, trouble-shooting skills, Understanding of Cloud technologies and relationship management skills will be additional keys to success. A Day in The Life Could Include: (job responsibilities)

• Be the product expert and provide technical and non-technical (functional questions) support via tickets, phone, and chat.
• Analyze, track, and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction.
• Identify, organize, and prioritize issues based on severity and customer impact.
• Document problem resolution steps, compile, and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs.
• Co-ordinate any problem tickets with KBXT Customer Onsite support (Level-2) teams and/or KBXT Product Teams (Level-3).
• Be available as on-call for After hour support. On-call support is rotated within the Technical support teams.
• Maintain a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs.
• Work closely with Product teams on developing technical documentation and knowledge articles relevant to our customers.
• Proactively identify improvement opportunities and product enhancements to improve customer experience.

What You Will Need to Bring with You: (experience & education required)

• At least 2-4 years of experience as a support analyst and have experience in supporting applications.
• Previous experience with any ticketing system such as Service now, Sales Force, Zendesk etc., Sales Force is preferred.
• Previous hands-on coding or support experience in full stack applications.
• Basic understanding on following technologies.
• Preferred Tools

• Cloud Monitoring tools like Splunk, Datadog etc.,
• Windows Operating System (1+ Years)
• Visual Studio 2017+ (1+ Years)
• SQL Server Management Studio (1+ years)
• Fiddler, SoapUI, Boomerang or equivalent tool (1+ years)
• Technology Landscape
• .NET Technologies, (1+ Years)
• C# .NET (1+ Years)
• Any Database experience but should be able to write complex SQLs.
• Web services/api Concepts
• REST and SOAP protocols
• XML and JSON formats
• Previous Website Development experienc
• Javascript \ CSS \ HTML 5
• Asp.net MVC

What Will Put You Ahead: (experience & education preferred)

• Degree in Computer Science/MIS, Engineering, or equivalent
• Support Experience on Cloud based product.
• Working experience on SQL Server.
• Experience with Datadog monitoring and reporting.
• Experience with any Transportation products like OTM, Mercurygate would be an advantage.
• Experience supporting Micro Services architecture.
• Knowledge of Angular UI framework is a plus.
• General Queuing Technologies (RabbitMQ\Apache-Kafka) principles and how it works.

Koch is proud to be an equal opportunity workplace