Continuous · 6 hours ago
Customer Support Specialist I
United States
Full-time
Remote
New Grad, Entry LevelUnisoft International Inc. dba Continuous specializes in automation software and document processing solutions. They are seeking a determined and collaborative Customer Support Specialist to monitor alerts and respond to customer support cases while ensuring adherence to service level agreements.
Information TechnologyPredictive AnalyticsSoftware
Responsibilities
Respond to alerts from customer environments, support cases, and any infrastructure issues which arise in any customer environment that is being monitored or cases created by customers
Monitor, diagnose, and respond to failures reported via multiple channels
Proactively take action to resolve or escalate failures
Resolve application (like OpCon) and system job failures and address first level support issues related to customers and their environments
Collaborate with the MAS (Managed Automation Services) Support and Infrastructure teams to ensure systems and OpCon environments run smoothly and efficiently with adherence to established SLAs
Familiarize yourself with the expectations for OpCon support SLA adherence and Managed Automation Services (MAS)
Learn about how cases come in and the requirements to respond and resolve MAS and Customer Support Cases as a first level Customer Support Specialist
Attend OpCon Basic Training to gain comfort and familiarity with OpCon and how it is installed and configured for our top-tier customers
Understand the location and purpose of log files which exist for OpCon
Gain familiarity with all MAS customers: their service agreements, how to connect and most common Automation that has been implemented for them
Maintain 100% SLAs defined for MAS Support Cases by either taking direct action or by taking steps to escalate to the next level as per documented policy
Understand how to respond to and act on Infrastructure Service Alert tickets
Gain familiarity with OpCon functions, screens, logfiles and view of Operations to understand the ‘health’ of the customer being supported
Gain confidence with being on-call to respond to priority issues and alerts as required to meet the customer's needs and Service Level Objectives (SLOs)
Become a trusted, dependable, and consistent member of the Frontline Response Team critical in providing customer service
Create a culture of efficient throughput of incoming cases and alerts, timely resolution, prioritization of volume of cases and timely and needed escalations
Troubleshoot and resolve OpCon cases with minimum time and effort. If needed escalate to the next level
Address tickets relating to other Continuous products like but not limited to VisualCron, OpCon etc. by leveraging your technical skills
Give input and feedback to established policies recommendations for documentation and policies to strengthen the service of the Frontline Response Team
Collaborate with leadership to create and standardize procedures where it is lacking
Qualification
Required
Experience with Level 1 triaging and responding to high volume of support or system issues
Technical experience in software support, network support, and basic system level troubleshooting skills
Ability to monitor, diagnose, and respond to failures reported via multiple channels
Ability to resolve application (like OpCon) and system job failures
Dependability and organizational skills
Ability to collaborate with MAS Support and Infrastructure teams
Time management skills
Ability to respond to and act on Infrastructure Service Alert tickets
Ability to troubleshoot and resolve OpCon cases
Ability to address tickets relating to other Continuous products like VisualCron, OpCon, etc
Strong interpersonal skills
Intellectual curiosity and willingness to learn
Accountability and strong work ethic
Ability to communicate openly and proactively
Ability to work in a high-stress production environment
Comfortable working with Enterprise customers and support teams
Ability to maintain 100% SLAs defined for MAS Support Cases
Ability to create a culture of efficient throughput of incoming cases and alerts
Ability to give input and feedback to established policies and recommendations for documentation
Preferred
CompTIA A+ Highly Desired
Benefits
Medical HDHP, Dental and Vision insurance for you and your dependents which Continuous pays the full cost.
Long-term Disability, Basic Life Insurance and AD&D for you which Continuous pays the full cost.
401(k) Investment Plan with a match of 100% on the first 3% of your contributions and 50% on the following 4% of your contributions per paycheck. If you contribute 7%, you will receive the maximum company match of 5%. (Eligible on the 1st of the month after your first full month of employment).
Flexible PTO (like Unlimited Paid Time Off).
13 paid company holidays.
2 Company Wellness Days determined by Leadership.
Optional Short-term Disability, Dependent and Medical FSA’s, Supplemental Life Insurance Benefits are offered fully funded by the employee through payroll deduction.
Company
Continuous
Continuous delivers the power and scalability of Enterprise Workload Automation without the complexity.
Founded in 1980
51-200 employees
H1B Sponsorship
Continuous has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Thoma Bravo
2022-09-29Private Equity
2022-09-29Acquired
Leadership Team
Samuel Foshay
Chief Financial Officer & EVP of Operations
Ryan Dimick
Chief Product Officer
Recent News
2025-02-08
Company data provided by crunchbase