Software Support Technician
Premiere Digital
Los Angeles, CAThis was removed by the employer on 1/29/2021 5:15:00 PM PST
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Full Time Job
About the Role
As a software support technician, you will be on the frontlines representing the face of Premiere Digital to our clients. Providing quality customer service interaction through incoming tickets, as well as escalating key issues and questions to our developers in a timely fashion, is key to the role. In addition to ticket resolution with our clients, understanding and learning new features of our software will be required in order to write our documentation for our growing help center database. Coming up with new ways to facilitate operation workflows is welcome as well.
Principal Duties and Responsibilities (Essential Functions**):
Responsibilities:
• Respond to client tickets in a timely manner, providing key customer attention and care in order to address all of their questions and concerns.
• Understand and escalate software bugs and issues to developers, while making sure to close issue out with client once it is resolved.
• Learn new features of our software, while writing help documentation articles in order to support our clients.
• Liaison between different internal departments in order to close out and understand issues with clients
• Derive metrics and stats from our ticketing to generate reports that show time to resolution, classification, and other key info on client tickets.
• Utilize SQL to query our database to pull key information when investigating issues and questions that arise from clients.
Required Skills:
• Strong customer service skills
• Strong analytical and problem-solving skills
• Proficient knowledge of Microsoft Office
• Proficient knowledge with relevant legal requirements and regulations
• Demonstrate critical thinking skills
• Attention to detail and organization skills
• Ability to adapt to changing priorities
• Strong interpersonal abilities and communication skills
• Ability and interest to work in a geographically diverse environment
Preferred Skills:
• Customer/tech software support experience
• Zendesk
• Userpilot
• My SQL database
• Slack
• Skype
Qualifications:
Education:
• High school diploma or GED required.
• Bachelor's Degree in applicable field preferred.
Experience:
• Minimum of one (1) + years' experience in a technology focused customer service role
Diversity Statement
Premiere Digital Services (PDS) is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy is to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. PDS will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state and federal law.