Support Specialist

Virtasant is a leading cloud consulting services provider. We heavily focus on lift & shift, cloud-native development, cloud cost optimization, and migration services. As a consulting company, we often face the challenge of creating an engineering team in a matter of a week or two. To do that, we have created a secondary support business that runs a talent network and provides staffing services.

At this time, we are seeking an experienced Support Specialist to join our team. As a Support Specialist, you'll be a crucial component of our operations, ensuring that our customers receive the highest level of support. This role demands strong problem-solving skills, outstanding communication capabilities, and a deep knowledge of our products and services.

Key Responsibilities:

Triage: Quickly and efficiently categorize incoming customer issues, ensuring that they're directed to the appropriate teams or individuals.

Customer Support: Provide top-notch support to our valued customers. This includes answering queries, addressing concerns, and offering solutions in a timely and empathetic manner.

JIRA Proforma (preferred): Utilize JIRA to track, manage, and report on customer support issues. Ensure tickets are created correctly and populated with all necessary information.

Documentation: Write, edit, and maintain articles for our internal and external knowledge bases. This ensures that both our team and our customers have access to accurate, up-to-date information.

Process Optimization: Regularly review and refine support processes, making recommendations for improvements that will enhance efficiency and the customer experience.

Level 2 (L2) Support: Handle more complex, escalated issues that Level 1 support cannot resolve. This may require deep-dives into issues, liaising with other teams, and ensuring that solutions are communicated effectively back to the customer.

Feedback Loop: Collaborate closely with product and engineering teams to relay customer feedback and insights that can help improve our products and services.

Continuous Learning: Stay up-to-date with product updates, new features, and industry best practices to provide the most accurate support to customers.

Reporting: Generate and present regular reports on customer support metrics, insights, and trends to higher management.

Requirements:

Minimum of 4 years of experience in a customer support or technical support role.

Proficient in using JIRA or similar ticketing systems (preferred).

Exceptional written and verbal communication skills.

Proven ability to handle stressful situations with grace and poise.

Strong analytical and problem-solving skills.

Familiarity with creating and maintaining documentation.

Ability to work independently, as well as part of a team.

Availability to work 8 to 5 Pacific Standard Time (Mandatory)

Nice to Have:

Previous experience in remote roles.

Building JIRA workflows, and creating proforma forms

Previous experience working with infrastructure provisioning systems