Technical Support Analyst

仕事内容

Position Title: Technical Support Analyst I

Location: Birmingham, UK; Gent, Belgium; Amsterdam, Netherlands

Employment Type: Full-Time

Onsite, Remote or Hybrid: Hybrid

Department: Customer Support

Travel: Minimal (Up to 5%)

COMPANY SUMMARY:

Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.

Aprimo helps enterprises unleash the power of their content by providing a marketing automation software and digital asset management software that manages the behind-the-scenes activities involved in marketing. Our product allows companies to manage content planning, creation and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.

Founded in 1998, Aprimo has nine offices internationally and offers a flexible work-from-home/remote-work policy.

Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.

POSITION SUMMARY:

This position is the initial point of contact for Aprimo Customer Support. Key areas of focus include:

• Analysis of customer reported issues against our SaaS application in order to clearly state the impact of the issue and the need of the customer
• Information gathering, in-depth technical research (In-App logging, Azure Platform Telemetry, Database Metrics and Health indicators, Network traffic analysis, etc.), and review of potential associations to Known Issues
• Identification of available solutions or workarounds for reported product behaviors
• Recreation of reported behaviors for review as a product defect or alternative solution
• Individuals in the role regularly interact with Product and Dev/Ops team members as part of the troubleshooting and escalation process

WHAT YOU WILL BE RESPONSIBLE FOR:

• Log, research, and accurately resolve customer inquiries and problems in a timely manner, meeting and exceeding Service Level Agreements as outlined for customers in the Aprimo Engagement Guide
• Effectively interact with the Product team to report bugs identified by customers
• Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied
• Act as a customer advocate for Product Management and Development
• Gain and maintain current knowledge of Aprimo’s Support Policies and Procedures
• Contribute to the advancement of Team Aprimo’s goals
• Contribute to the improvement and development of Knowledge documentation
• Prepare for scheduled presence in a phone queue
• Prepare for participation in weekend/holiday on-call rotation (for critical issues only-stipend included)
• Additional responsibilities and duties may be assigned as required

CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE:

• The Essentials
• A minimum of bachelor’s degree (Informatics & Computing or Software Engineering related preferred)
• Internships/1-2 years of experience in directly supporting external software applications
• This level must become certified in specified Aprimo Products within the time allotted
• External customer-facing experience in a software support environment preferred
• Experience with SSMS (SQL Server Management Studio), proficient with SQL
• Troubleshooting Experience with client-server or web-based applications preferred
• Experience with Microsoft Azure Application Insights preferred
• Familiarity with REST and JSON is a plus
• Knowledge of HTML Routing concepts is a plus
• Network Diagnostics Experience is a plus
• Fluency in English (both written and spoken)

• Additional Successful Qualities
• Self-starter mentality with the ability to manage workload independently
• Strong collaboration focus on working together with team members in a fast-paced environment
• Ability to communicate effectively, accurately, and promptly both written and verbally
• Attention to detail
• Ability to show composure and poise in difficult situations
• Ability to interact within a global support structure
• Strong problem-solving capabilities
• Must become proficient in specified troubleshooting tools

APRIMO CULTURE, BENEFITS & WHY YOU’LL LOVE WORKING HERE:

• Aprimo Culture
• Forward-thinking, progressive and employee-first culture
• Casual environment and highly-relaxed dress code that mirrors a “Silicon Valley” atmosphere
• Flexible work schedules, and a work-from-home/remote-work policy that allows for flexibility and values work-life balance
• In a recent internal survey, 89% of staff cited work-life balance as being one of the most rewarding aspects to working at Aprimo!
• Organizational culture that is based in collaboration/open communication and offers a team-based environment that values multiple perspectives and fresh thinking
• Employees are provided a great deal of autonomy and personal freedom in their individual roles, which allows team members to be self-starters who can leave an immediate impact and lasting footprint within the organization
• Diverse environment that promotes DEI efforts and includes Aprimo HELPS, an employee resource group (ERG) that is dedicated to giving back to our local communities
• Aprimo Benefits
• Bonus program that pays out quarterly
• Competitive benefits coverage

PHYSICAL REQUIREMENTS:

• Must be able to remain in stationary position, often standing or sitting for prolonged periods and performing sedentary work that primarily involves sitting/standing
• Must be able to move about to accomplish tasks or moving from one worksite to another
• Must be able to perform light physical work that includes lifting or moving objects up to 20 lbs. or medium work that includes moving objects up to 50 pounds on occasion
• Must be able to communicate with others to exchange information, including conveying detailed or important spoken instructions to others accurately, loudly, or quickly
• Must possess the ability to receive detailed information through oral communication at normal speaking levels
• Must be able to repeat motions that may include the wrists, hands and/or fingers (i.e., repeated typing, etc.)
• The worker is required to have close visual awareness to perform an activity and to assess the accuracy, neatness and thoroughness of the work assigned, such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.

EEO STATEMENT:

Aprimo provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identification, national origin, age, disability or genetics. In addition to federal law requirements, Aprimo complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

ADA STATEMENT:

Aprimo is required to make reasonable accommodation to the known disability of a qualified applicant or employee if it would not impose an "undue hardship" on the operation of the employer’s business. Undue hardship is defined as an action requiring significant difficulty or expense when considered in light of factors such as an employer’s size, financial resources and the nature and structure of its operation.