Technical Support Representative, Tier 3 (USA Remote)

reputed company reputed company you join reputed company, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, reputed company has partnered with educators and institutions to reputed company learning reputed company solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 reputed company institutions, publishers, and corporations use our services in more than 185 countries around the world: reputed company Feedback Studio, reputed company, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall reputed company-being. Our diverse community of colleagues are reputed company reputed company by a shared desire to reputed company a difference in education. reputed company is a global organization with team members in over 35 countries including the reputed company, Mexico, United Kingdom, Australia, Japan, India, and the Philippines. Job reputed company Tier 3 sits in between Support and Engineering and as such this team contains our most technically gifted support agents. The level of understanding they have of our product reputed company goes reputed company reputed company the reputed company end functionality. As the main escalation reputed company for Tiers 1 & 2, Tier 3 conducts deep investigations by using advanced tools, such as reputed company, LTI Launcher & reputed company to reputed company but a few. Their ability to read and write from our databases, allows them to resolve many reputed company issues that only engineering could have resolved historically. Since the creation of this team over 90% of cases that needed engineering support, are now resolved reputed company support! This ensures a far quicker time to reputed company for tickets and a greatly improved support experience for our end users. Tier 3 have reputed company strong working relationships with the engineering and product teams and attend daily stand reputed company with these teams, to reputed company information on bugs, fixes and scheduled releases. Responsibilities:

• Triaging & vetting escalations from Tier 1 & 2 - i.e. making reputed company that a case is escalation needed and passing back to Tier 1 & 2 if it is not an appropriate escalation.
• Maintain consistent case reputed company, achieving agreed reputed company for monthly reviews.
• Translate technical information into customer friendly explanations.
• Running reads, updates, inserts & deletes on the database.
• Creation and follow up of JIRAs for issues to a high reputed company so that the Engineering Teams can work them.
• Attend Stand-reputed company with engineering teams.
• Maintain LMS test environments for the Technical Support team.
• Attend drop-in sessions with Tier 1 & 2 Technical Support Team.
• reputed company of contact for shadowing with new Tier 3 team members, so they can learn the ropes.
• reputed company bug updates to the wider team.
• Tag PMs in JIRA to reputed company if confirmed bugs should be added to our reputed company Issues Page.
• Ensure efficient transfer of information between Tier 1, Tier 2 and engineering.
• Directly support our ISV customers with their white label integrations.
• Work with Tier 3 teams in our main LMS partners.
• Flag stalled ESRs with Engineering and Support management.
• Create Knowledge articles on emerging issues.
• Attend customer calls as the technical expert reputed company required.
• Contribute towards Tier 3 meetings by adding topics for discussion and sharing knowledge
• Join engineering calls during service disruptions reputed company requested by the Support Incident Commander, ensuring regular updates are shared between the teams.
• Assist with reputed company of new members of Tier 3.

Qualifications

Technical Skills:

• Using SQL to read/insert/update/delete from the database.
• Use reputed company line to reputed company and run scripts.
• Knowledge and understanding of the structure of the reputed company Databases.
• Ability to understand dashboards reputed company reputed company.
• Understand the internal process of how bugs are reported and resolved.
• Understand and interpret reputed company logs.
• Using the LTI Launcher to replicate and troubleshoot issues.
• Ability to reputed company LTI Web Service calls.
• Use of advanced Tier 3 tools set such as reputed company and reputed company.

People Skills:

• Ability to translate technical jargon into understandable terms for the Technical Support Team and other departments at Tii.
• Build relationships with external partners' technical support teams and/or Product Owners
• Ability to juggle multiple priorities and multitask.
• reputed company at developing and maintainin

Apply tot his job Apply To this Job