Senior Application Support Specialist (3rd Shift)

Reveal-Brainspace

  • Full Time
Position Summary

The Senior Application Support Specialist is responsible for leading the customer support solutions team which responds to inquiries across the full suite of Reveal software and technologies. They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal. They oversee levels one through three responders across all shifts including external resources assuring the expected client experience bar is always maintained. This individual supervises initial and continued training, improvement processes, and overall team performance. Works with VP of Consulting & Support Solutions.

Duties & Responsibilities
  • Provide oversight to teams responding to customer inquiries assuring a timely acknowledgement and utilizing skills, application expertise, and knowledgebase articles to answer questions and solve technical problems.
  • Ultimately owns all tickets while instilling that philosophy within the team that they retain the request until completely resolved and provides follow-up with client after closed to assure continued success.
  • Conduct daily/weekly team status and development meetings and aid those with roadblocks.
  • Provides oversight and training to team outlining protocols to assist users with configuration and settings across Reveal
  • AI/Processing/Review technologies and test to assure it is functioning to client satisfaction.
  • Maintain regular reporting on key performance indicators such as ticket count, response times, and customer satisfaction and then execute on strategies for improvement with assistance from VP of Consulting & Support Solutions.
  • Proactively and reactively direct the creation of client service-related applications in collaboration with other internal and external teams.
  • Assist in the development of installation packages for various internal or external customers.
  • Actively assist in maintaining Reveal’s cloud-based services and developing methods for automated maintenance or reporting.
  • Devise a valid cross-training system and standardized methods for advancement in the request ranking.
  • Keep on-call schedule for group and determine appropriate resource provisioning.
  • Contribute to, coordinate, and organize software documentation, knowledgebase articles, and other client facing materials.

Ideally, you would have some background in programming, enthusiastic about new knowledge, and want to grow with an exciting technology company.

Preferred Experience
  • College degree in Computer Science or Information Systems related area
  • Familiar with client-server architecture, modern programming language, and SQL scripting
  • 6~10 years’ working experience with previous help desk/support history
  • eDiscovery experience a big plus
  • Familiar with Azure/AWS a plus
Preferred Characteristics
  • Excellent written and oral communication skills.
  • Engaging personality and ability to engage others.
  • Ability to inspire fellowship.
  • Diverse competency to manage in-office and remote team members.
  • Keen sense of attention to detail.
  • Obsessive documentation practices.
  • Experienced problem solver with follow-through on tasks.
  • Seeker of excellence with unending pursuit of improvement.
  • Unselfish team-player.
  • Quickly learn and understand technology.

Ideally, you would have some background in programming, enthusiastic about new knowledge, and want to grow with an exciting technology company.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Hiring Policy

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

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