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Senior Technical Analyst
dna13 is a leading Software-as-a-Service (SaaS) solution provider for brand and reputation management. Our flagship product, dnaEnterprise, is an on-demand solution designed to help PR professionals manage, monitor and measure their brand and reputation in real time. Today, more than 100 global brands rely on the dna13 platform including Starbucks, Honda, McDonalds and the Royal Bank. With global collaboration tools, dna13 singularly automates campaign and media relations management, real time media monitoring, as well as campaign and media analytics.
dna13 is a young and dynamic technology company, poised for huge market and global growth. Candidate must be driven to grow with the business as we grow.
Job Description:
Has responsibility for the ongoing client support of dna13’s products and to provide internal support through all phases of the sales and deployment cycle where required. Senior Technical Analyst (STA) is responsible for providing escalated customer support and ensuring the proper resolution of trouble tickets. The STA will have to respond to incoming client telephone calls and emails in a timely fashion as well as properly filter requests to the development team. The STA will also be providing support for our partners, working with their support team to respond to requests from their clients. Other responsibilities may include, training, media monitoring, knowledge management and quality assurance. The successful candidate must be able to work 8 hour shifts (including lunch), Monday to Friday; between the hours of 7:00am to 8:00pm.
Duties and Responsibilites:
- Provide technical support for the dna13 products to support partner deployments during regular business hours and after-hours pager-based support
- Respond to, and take direct ownership over support request from external clients and channel partners through to resolution
- Proactively communicate and keep informed our Channel Partners and prime support contacts of dna13’s clients to ensure their self-sufficiency in addressing and responding to Level 1 support requests in region
- Proactively leverages tools and best practices to ensure we deliver the best customer support experience
- Produce and publish knowledge base articles, Frequently Asked Questions (FAQ) and other forms of proactive support information for our Clients and Partners on a quarterly basis
- Interface with our development team and/or hosting partner to quickly resolve customer issues.
- Deliver field support to backup the implementation team as required for onsite training and support
- Track issues, and all details thereof in salesforce.com so that management can benefit from ongoing reports that include statistics, type of issues observed and issues that remain unresolved
Education / Experience Requirements:
- Post-secondary degree or diploma
- Minimum of 3 years experience in a senior support role
- Experience with and knowledge of web-based applications, hosting environments and Internet technologies and protocols.
- Experience deploying servers, databases and web applications
- Experience with web standards: HTML, CSS, XML, JavaScript, and SOAP
Skill Requirements:
- Familiarity with TCP/IP networking protocols
- Ability to scope activities, communicate scheduling and resource requirements, and execute to plan
- Ability to work independently to achieve goals
- Strong written and oral communication skills
- Strong project and priority management skills
- Strong interpersonal skills
Should you be interested in this position, please submit your resume to HR@dna13.com. |
