Product Support Technician

Product Support Function @ SAVO

Product Support Technician team members function as the product application experts working proactively to support the client’s business needs, to collaboratively shape solutions that drive their strategic goals, and coordinate with the team to deliver a valued solution throughout the customer lifecycle. The Product Support Technician serves primarily as an escalation function to the Product Support Analyst team supporting the objective of fostering positive client relationships and helping clients achieve a high return on investment with our solutions.


Essential Duties and Responsibilities In depth troubleshooting of complex customer and staff member correspondence relating to application bugs, inquiries, and enhancements.Proactively monitor application functionality through error logs and other means to identify any potential issues and take immediate corrective steps in order to ensure the highest customer experience.Document issues and solutions to train product support analyst level members on technical resolution practices. The role requires an aptitude for thorough analysis, detailed investigation, and troubleshooting in order to resolve product issues or prepare cases for next level of escalation.Must be a focused, proactive self-starter, an advisor and consultant, and a client advocate within SAVO.
Requirements1 - 2 years experience editing and troubleshooting basic HTML pages.1 - 2 years experience running and editing SQL queries.Basic understanding of SQL SSIS Packages.Basic understanding of SQL reporting services.Exceptional ability to research, troubleshoot, diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.Skilled in performing in depth analysis of web based applications.Prior experience serving as an escalation route for support team.Understanding of SaaS Model.Superior communication and presentation skills to communicate effectively with various levels of management including day-to-day contacts and operational management. Proven project management, organization, business analysis skills in a dynamic business environment. Able to quickly grasp technical concepts and apply them in a variety of contexts.Skilled with report building tools and processes.Contribute to an environment that encourages information sharing, cross training and an absolute focus on resolving customer issues effectivelyStays abreast of current technology in products, design changes, and new products offered.Education: BS/MS/MBA or equivalent work experience




The position is located in Chicago. Candidates from any geography are welcome to apply, but, relocation expenses will not be covered.