Product Support Specialist Tier III

Autotask Corporation develops professional services automation software that operates as a Web-based information technology (IT) services management software. Its software is designed to enable the management of professional services, such as managed services, break-fix, consulting engagements, system integration, networking projects, software implementations, service desk contracts, and scheduled maintenance.

You will work in a technical customer support environment with an emphasis on responsiveness and high levels of customer satisfaction. You will be providing support for Autotask Endpoint Management over the phone and in electronic communications. A highly technical role, you will be responsible for escalation requests from team members and to answer complex questions, and troubleshoot to resolve or properly escalate. You will be expected to deliver the highest level of service in the industry.

* Build ongoing relationships with customers and partners * Troubleshoot to reproduce and resolve, or escalate where appropriate technical product issues as a 3rd line product specialist * Call customers as needed as you manage their incident * Answer escalated phone calls as required * Review potential defects for accuracy and ticket quality for submission to Engineering * Develop and maintain advanced knowledge of Autotask Endpoint Management * Work with dev and devops teams to correct customer issues * Mentor and develop team knowledge in the product. **Work Values:** * Positive outlook * Professional demeanor * Sense of urgency * Empathy for customer and their needs * Empathy for internal customers and their needs * Ethics/integrity internally and customer facing * Accountability

* Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment. * Technical experience is key – a minimum of 5 years in a highly technical role is required. Candidates must have: * Strong understanding of Microsoft Windows operating systems/architecture * Strong understanding of networks, and network infrastructure * An understanding of MacOSx/LINUX operating system(s) * Some scripting skills would be advantageous; batch files, Bash script, VB Script, Powershell etc. * Proven record of technical investigation and troubleshooting * · Previous experience working with endpoint/network management technologies highly advantageous * · Must be resourceful and able to take initiative in a dynamic environment. * Experience managing and responding to multiple issues in the same time period. * Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, and diplomatic way. * Ability to approach support issues from a training perspective when required. * There are opportunities to expand your role and take on more responsibility. * When support volume is low, you will be expected to take initiative and find tasks you can perform that will benefit AEM. **Note:** This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.