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Posted May 20th

Sr. Support Specialist

Santa Monica, California

Rbdc

Employer

Red Bull Distribution Company

Industry

Distributor

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Posted May 20th

Sr. Support Specialist

Santa Monica, California

You will be the first line of support responsible for Tier1 & Tier 2 software and hardware support. As our boots on the ground, you will provide sound technical advice, guidance, escalation routing, feedback to the transition team and informal training to our end users. You will maintain knowledge database and use service management tools to enhance quality of problem resolutions. The right candidate will be ambitious, organized and have a proactive mindset.
RESPONSIBILITIES

Areas that play to your strengths

All the responsibilities we'll trust you with:

Technical Support

Viewed both internally and externally as a technical expert and critical technical resource across multiple disciplines

Perform root cause analysis and recommend procedures and controls for proactive problem prevention

Logs all help desk interactions or email requests into ticketing system

Ability to triage incoming requests from multiple sources, provide support and training, and route to appropriate departments as needed

Stays up to date with the technologies used

Requests will vary by topic but not limited to: iOS, mobile device applications installation / troubleshooting, mobile hardware such as printers, scanner, DEX devices, ERP software

Understand overall system architecture to troubleshoot and resolve data integration issues with other systems

Strong engagement and an understanding of the technical conversations as part of the project team

Must be able to work independently on all tasks and provide solutions

Team collaboration to manage new requests, features, etc.

Customer Service

Know the business, inspire early, deliver value

Able to elevate the technical user support experience while maintaining the interpersonal relationship

Thinks of the customer as the most important part of the job

Responds positively to complaints and problems

Promotes a professional help desk image and sells the value of our department

Travel

Up to 10% domestic travel possible

EXPERIENCE

Your areas of knowledge and expertise

that matter most for this role:

  • Bachelor's Degree preferred or 2 years of equivalent work experience required
  • Has 2 to 4 years of relevant experience in the same or similar technical environments and business segments
  • Experience with ticketing systems such as Service Now
  • Ability to sit or stand for long periods.
  • Ability to sit and view computer screens for long periods
  • Fluent in English, additional language skills an advantage
  • Employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
  • Employee frequently is required to walk and sit.
  • Employee is occasionally required to stand and stoop, kneel, crouch, or crawl.
  • Employee must regularly lift and/or move up to 25 pounds as needed.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • Exposed to moving mechanical parts and outside weather conditions
  • Noise level in the work environment is usually moderate
  • Forklift and commercial vehicle operations
  • List all manual and automated equipment used in the course of performing essential functions.
  • Travel up to: 10%


JOIN THE TEAM

Got what it takes?

In your application we want to see your personal style - what makes you tick and why you think your next opportunity is here with us.
Location
12
Santa Monica, California