Cloud Systems Customer Support Professional

About the position

As a Cloud Systems Support Specialist, you will play a critical role in providing advanced technical support to customers using our cloud-based software solutions. You will be responsible for managing complex technical issues, providing in-depth technical troubleshooting, and collaborating with various teams to ensure timely resolution of issues. In this role, you will work independently, as well as collaborate with the Cloud Support team to provide exceptional customer support. You will have excellent communication skills and be comfortable interacting with customers, providing technical training, and documentation of complex troubleshooting steps.

Responsibilities

• Provide advanced technical support to customers using our cloud-based software solutions.
• Troubleshoot and resolve complex technical issues related to our cloud-based software products.
• Collaborate with other support teams, such as Software Development and Quality Assurance teams, to ensure timely resolution of issues.
• Develop and maintain an in-depth understanding of Viewpoint's cloud-based software products.
• Create and maintain technical documentation, including troubleshooting steps, for internal and external use.
• Participate in after-hours and on-call duties as required.

Requirements

• 5-7 years proven experience working in a technical support role, preferably with cloud-based software solutions.
• Advanced knowledge of Windows Server Administration, including virtualization and cloud infrastructure.
• High-level expertise and experience in network connection troubleshooting, including Network+ certification.
• In-depth knowledge of system administrator tasks, including Active Directory, DNS, Group Policy, Exchange, and SMTP.
• Advanced network architecture knowledge.
• Experience in information security and data management, including GDPR and data privacy regulations.
• Expertise in software installation and troubleshooting, including PowerShell scripting.
• Proven ability to develop and maintain a high level of knowledge of Viewpoint's cloud-based software products.
• Excellent communication and presentation skills across multiple teams.
• Innovative thinker with the ability to solve complex problems and create technical solutions.
• In-depth knowledge of common terminology used in technical support.

Benefits

• Medical
• Dental
• Vision
• Life
• Disability
• Time off plans
• Retirement plans
• Tax savings plans for health, dependent care and commuter expenses
• Paid Parental Leave
• Employee Stock Purchase Plan