Apply on Employer Site

Lynkwell · 1 day ago

Software Support Specialist

Schenectady, NY

Full-time

Onsite

New Grad, Entry Level

$25.18/hr - $30.33/hr

Lynkwell is creating an integrated energy ecosystem that supports the clean energy revolution. The Software Support Specialist will manage customer expectations and provide technical support, ensuring customer satisfaction and collaborating with various stakeholders to resolve issues.

Charging InfrastructureElectric VehicleRenewable Energy

No H1B

Responsibilities

Manage customer expectations and the customer experience to improve customer satisfaction along our entire value chain and across all company touchpoints

Demonstrate the ability to research, document, prioritize, manage, and resolve customer issues, using internal tools, collaborating with Product Engineering and other stakeholders, when required

Provide technical support to internal and external stakeholders, while incorporating updates to training materials and methodologies for both groups

Troubleshoot technical issues and provide timely solutions, occasionally after standard business hours

Collaborate with system architects and developers to provide technical design guidance to align with strategy and applicable technical standards

Distill large data sets into actionable information; work with Product Engineering to implement corrective actions

Work collaboratively to evaluate and make strategic decisions that will address specific technology design needs

Recommend improve to existing escalation and business processes; develop escalation and business processes

Provide feature explanation to network partners and internal stakeholders

Assist developers in troubleshooting their integrations to support debugging, troubleshooting; take responsibility to see that the issue is fully resolved

Create or improve existing processes/procedures as well as develop/provide additional “white glove” support practices associated with incident prediction and prevention, and provide solution improvement opportunities to other teams in the organization

Build trusting and influential relationships and engage with vendors and third parties as appropriate

Participate in and inform the validation and qualification of third-party equipment and software systems to be used in solutions and service provisioning

Conduct post-mortem evaluations of escalated issues; implement corrective actions with Product Engineering

Distill large hardware and software performance data sets, log files, other, into meaningful prescriptive service tickets or product improvement initiatives

Qualification

Technical supportTroubleshootingData analysisProcess improvementCollaborationCustomer serviceRelationship building

Required

Candidates must be currently authorized to work in the United States