Client Support Specialist
Orlando — Client Services
At Radixx we believe in the powerful fusion of technology and people. We hire the brightest minds at all career levels to help us shape the future of airline technology. We offer global careers in a truly diverse environment with commitment to giving our people development, long-term growth and excellent benefits.
Our Client Support Specialists provide first level support for all questions or issues reported by our clients regarding Radixx’s applications. The Client Support Specialists also plays a key role in proactively resolving issues by monitoring real time system performance metrics and by taking action on various alerts.
Why you might be right
You will have one to two years of software troubleshooting experience and will understand working with ticketing systems, live chats and phone calls. You will have strong analytical skills and technical problem-solving ability. Our best team members benefit from a high degree of detail orientation and an ability to work in high pressure and dynamic technical environment. We look for self-starters who can plan and execute, possess strong interpersonal skills with an ability to keep communications clear internally and externally.
You will be responsible for providing first level technical support for Radixx’s extensive suite of applications with a persistent goal of first contact resolution. You will offer professional, friendly, and efficient support to clients through live chat, phone, zoom, and JIRA service desk. You will ensure to maintain service level agreement standards for ticket response times and issue resolution times as well as updating all relevant documentation. You will own the role of Emergency Coordinator during severity one issues, and outages having gained comprehensive technical understanding of all Radixx products and applications, including how they interact with third party systems and each other.
You will also monitor and accurately interpret data for all production server and escalate if your findings indicate potential issues. You will work with Account Managers and Software Engineers to identify, track and escalate customer problems, and/or training initiatives and work to pre-emptively correct issues in our client’s systems. A key responsibility is to immediately acknowledgment and escalate production alerts regarding database performance, database job failures, GDS server link outages, server disk space threshold violations, and data warehouse load failures as these lead to mission critical issues for our clients.
You will get involved in quality assurance regression testing for user acceptance testing environments.
Technical Skills & Qualifications
- One to two years of experience and associated knowledge / skill of working with a ticketing system, live chats and phone calls in a support environment
- Proficient with Microsoft Office products (Outlook, Excel, Word, PowerPoint)
- Airline industry experience is a plus
We believe in the powerful fusion of technology and people. We hire the brightest minds in the industry. And we take care of them.
Date Posted: September 4, 2018
Team: Client Services
Location: Orlando, FL USA
Position Type: Full Time
Radixx celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.