Senior Technical Support Representative

About Ascendion

Ascendion is a full-service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion and a spirit of partnership. Come, change the world with us:

• Solve complex problems - and learn new skills
• Experience the power of transforming digital engineering for Fortune 500 clients
• Build the coolest tech for the world’s leading brands
• Master your craft with leading training programs and hands-on experience

Experience a community of change-makers!

Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

About the Role:

As a Technical Support Engineer, you deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities:

• Ownership of the Customer Support Experience: Champion the customer's support journey by providing timely, accurate, and effective solutions for their issues. Working closely with a broad range of global customers, including a significant portion of Fortune 500 companies.

• Resolution of High-Impact Technical Challenges: Address and resolve the most technically challenging and critical problems for our customers and partners, making a significant impact on their experience with Azure's products and services.

• Multi-Channel Customer Communication: Resourcefully and empathically engage with customers through various channels including telephone, email, public and private forum ensuring their concerns are heard, understood, and addressed.

• Customer Advocacy: Identify and report software bugs and customer suggestions, acting as the voice of the customer within our organization and helping to shape customer support strategy.

• Product Improvement Liaison: Act as a bridge to our internal development organizations, advocating for product enhancements that can alleviate customer pain points and improve their overall experience with our products.

Required Skills:

1. Customer Service/Focus (internal or external) | 5-7 years
2. Technical accreditation in networking | 5-7 years
3. PowerBI, Tableau or similar software | 3-5 years

Education:

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance, Dental insurance, Vision insurance, 401(k) retirement plan, long-term disability insurance, short-term disability insurance, and 5 personal days accrued each calendar year. The Paid time off benefits meets the paid sick and safe time laws that pertain to the City/ State, 10-15 days of paid vacation time, 6 paid holidays, and 1 floating holiday per calendar year, Ascendion Learning Management System.

Want to change the world? Let us know.

Tell us about your experiences, education, and ambitions. Bring your knowledge, unique viewpoint, and creativity to the table. Let’s talk!