Technical Support Specialist

About Us Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge. At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact. Learn more at  diligent.com . Position Overview: We are looking for an enthusiastic and self-motivated Technical Support Specialist to join our team. Tier 2 Engineers are well-trained and can handle most types of general support issues; therefore, they don’t “cherry-pick” tickets. T2 performance mainly measured by the number of tickets solved per day and by their CSAT rating, which should be at least 95%. Exceed customer expectations by providing superior levels of technical customer support, efficiently and professionally to Diligent end-users, channel partners, and internal customers Demonstrate professional and appropriate written and verbal communication for internal and external customers Coach and advise global customers in the effective use of Diligent products and systems and provide guidance and support for complex technical issues Troubleshoot application errors, support software installations and upgrade processes Create trusted advisory relationships with our customers ensuring they are using the correct products for their needs and maximize the utilization of those products Assist in creating and verifying product documentation and ensure accuracy and maintenance of our Knowledge Base by creating and contributing detailed articles and documentation for existing products, new releases, and related technologies Work closely with the team to ensure the sharing of knowledge of technology, processes, and procedures to ensure maximum efficiency Develop sufficient knowledge of the Diligent products and features, and interconnectivity with other technologies Be responsible for and responsive to cases in the T2 queue and ensure SLAs are consistently met Provide accurate case tracking of customer interactions Actively participate in ongoing self-development toward achieving an expanding skillset, including, product, technical, and industry knowledge Be flexible in availability to provide 24/7/365 global coverage, for the absences and vacations of team members Participate in company and team events from time to time outside of normal work hours What you will do: General technical customer support. The Technical Support Specialist has a wide-ranging understanding of the Diligent and may not have the knowledge of the inner working of the Diligent product(s). Customer Support Engineer would identify a customer’s issue and provide tips on how to manage a problem. What you need to succeed Engineering degree in Computer Sciences, Information Systems or related fields Experience with Microsoft SQL Server – installation, configuration and performance Experience working on large-scale, N-tiered enterprise web applications. Proficient in SQL, stored procedures, database schema with hands on experience in enterprise projects Experience supporting the functionality of complex enterprise business applications (beyond just installation, setup, configuration) Ability to research, learn, apply, and adapt to new functionality and technology Self-motivated, able to multi-task and remain productive without close supervision Excellent oral and written communication skills Ability to work under pressure to resolve complex and time sensitive client issues from beginning to end Ability to work independently and within a team, escalating issues when appropriate Ability to manage case load to meet defined service levels while customer expectations and follow up Past work experience in a support role in pure product development companies is a big plus Why you’ll love working here You’ll have a high impact in the world by building software that improves the daily experience of employees and citizens all around the world. You’ll have multiple opportunities to collaborate beyond offerings you own, based on your interest. You’ll be paid well and enjoy great benefits, paid days off to volunteer in your community, and other perks to keep your mind and body healthy. What Diligent Offers You   Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients We care about our people.  Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few We have teams all over the world . We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, and Sydney. Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.  Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.    We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights . We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com . To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.