Technical Research Specialist

1 week ago

Cape Town, South Africa Exclusively Remote Full time

Technical Research Specialist - Flexible schedule (Some hours overlapping with US working hours)

One of our US based clients is looking to expand their Technical Research team.

The team is a front-line research group responsible for investigating, troubleshooting, and documenting escalated issue reports. The results of their investigations are delivered to the product engineering teams and are a critical link in maintaining the service reliability for their global database.

As a Technical Research Specialist, you’ll rely on your strong product knowledge, curiosity, and great judgement to identify and drive improvements in the product and Customer Support platform through the investigation of escalations. You will be focused on research and prioritization, rather than solutions. In addition to the technical requirements, great interpersonal skills with our customers, partners, and global peers are critical components of success in this role.

As a Technical Research Specialist, you will: (Responsibilities)
- Serve as the touch-point for in-depth technical and product-based questions, and escalations from our global Customer Support teams.
- Investigate complex technical issues impacting the company service using a suite of tools and document your findings and recommendations.
- Optimize efficiency and minimize customer impact by identifying emerging trends through various datasets and visualizations.
- Coordinate and assist Customer Service responses to global service issues and outages.
- Provide insightful requests for enhancements to tools and processes that maximize efficiency and value.
- Maintain and develop knowledge base articles for ongoing issues that will be utilized by our Customer Support teams to troubleshoot, resolve and/or escalate.
- Maintain and develop external-facing help centre articles for known errors or behaviors that will be used by customers to resolve issues.
- Partner with our global customer base and varying levels of customer service to gain an understanding of issues.

You have:

- At least 4 years of experience in technical research, support analyst, data analyst, research engineer, or technical support engineer role.
- Strong written and verbal communication skills; Additional languages are a big plus.
- Experience partnering, collaborating, and sharing knowledge with global teams.
- Experience creating, editing, and maintaining knowledge base and/or training documentation.
- Familiarity with streaming devices, IT or streaming support is an advantage.
- Intimate knowledge and experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products
- Full time (Work from home)
- Flexible schedule (Some hours overlapping with US working hours)

General:
Application Question(s):

- Experience in either Technical Research, Support Analyst, Data Analyst, Research Engineer, or Technical Support Engineer role?
- Experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products?
- Familiarity with streaming devices, IT or streaming support? (Advantageous)

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