Job Details

divh2Supportability Specialist/h2pAs a Supportability Specialist you will bring detailed knowledge of, and solutions to, customer problems and opportunities based on both quantitative and qualitative data analysis. As a Supportability Specialist, you will troubleshoot, understand and collect data on complex issues working towards finding a solution once and sharing with the many through various channels. Specialists are expected to use their knowledge and experience when providing insights and contributing to projects to ensure positive support experience when bringing on new tools, processes, content or training./ppIn this critical role, youll be instrumental in delivering extraordinary customer experiences and spearheading product and process improvements. Our team consistently navigates complex challenges with dedication to excellence, always striving to exceed customer expectations. Key to success are qualities such as resourcefulness, innovation, confidence, and strong relationship-building. Additionally, providing actionable feedback, making decisive choices, reacting promptly, and tackling obstacles with boldness and care are essential. Seize this chance to significantly influence our dynamic and energetic environment./ppThis is a hybrid role requiring being onsite in Tucson, AZ, or Reno, NV, Plano TX, three days per week./ph3Responsibilities/h3ulliAct as a vital support system and escalation handler for NLH agents and GBSG leaders across various services, utilizing extensive product knowledge and expertise./liliServe as team Point of Contact (POC), who may provide leadership coverage, supporting and mentoring agents, and ensuring compliance with company policies to uplift team performance./liliMaster data utilization by capturing, accessing, analyzing, and communicating key insights to drive improvements and informed decision-making./liliEstablish strong partnerships with internal groups to enhance understanding and support systemic improvements across Products, Processes, and People (3P)./liliContinually challenge and influence process improvements, engage in proactive problem resolution, and provide critical escalation support, ensuring top-notch customer experiences./liliLead change by supporting frontline and project teams, creating standard operating procedures (SOPs), and acting as a super user for updates./liliConduct root cause analysis of customer contacts to aid in prioritizing process or product enhancements, and help maintain updated knowledge bases to assist in customer communications./liliBalance priorities effectively and work independently, employing data-driven decisions to impact deliverable outcomes while building productive internal and external relationships./liliDemonstrate a strong commitment to excellence through dedicated customer service and the ability to deliver projects with clear metrics within predefined timelines./liliDemonstrate robust and transparent communication, actively share updates and address concerns, and propel project success through collaborative teamwork and coordinated efforts./li/ulh3Qualifications/h3ulliProficient in an array of sophisticated tools including Sentinel, CS Server, Jira, OBill, Salesforce, Iboss, and the Google Suite./liliSkilled in navigating complex data environments using Splunk and SQL./liliExceptional attention to detail that ensures precision in all tasks./liliStrong collaborative skills, able to effectively coordinate with various levels of the organization and harmonize interdepartmental efforts./liliAdvanced critical thinking and problem-solving abilities to navigate challenging scenarios./liliVersatile communication expertise, adept at delivering tailored messages to customers, frontline agents, and engineering teams./liliStrategic prioritization capabilities, with a knack for assessing issue urgency in relation to customer impact and other variables./liliHighly adaptable multitasker, thriving in fast-paced and evolving settings./liliAdept at independent work, efficiently managing time and juggling multiple priorities to meet critical deadlines./li/ul/div