Product Support Specialist – Business Tools

As a Product Specialist for the Business Tools team, you will be providing an exceptional customer experience, interfacing with multiple internal and external teams and clients, while using technical disciplines and skillsets to resolve complex issues. You will provide technical support to both end users and internal personnel in various environments. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position. Responsibilities include but are not limited to: - Provide assistance, advice, problem solving, and technical information to customers regarding the use of Trackman applications including tools related topics. - Organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines. - Deliver Booking and Payments onboarding calls according to the implemented process. - Quickly identify problem areas or situations, evaluate problem causes and take appropriate action to resolve problems identified. - Monitor all Trackman related sites and proactively communicate internally and externally when a site goes offline or is not responsive. - Log and explore technical support questions and problems to identify trends and opportunities for platform enhancements. Find root causes to analyze and identify common patterns and issues to avoid future instances and support resolution. - Correct faults and provide resolution of complex problem tickets - Assist in the creation of processes and procedures for the benefit of the internal and external client. - Test Trackman and Trackman related software(s) then provide quality feedback to the QA department - Train and educate internal personnel on proper use of Trackman hardware and software - Resolve complex issues requiring detailed systems and applications knowledge that has been escalated from Tier 1 and management. - Maintain system capabilities by testing existing equipment and programs - Work on resolving various technical incidents for customers involving various software, networking, and hardware environments. - Interact with various departments to analyze and resolve problems. - Create knowledgebase content to be shared within the organization. - Conduct formalized training on Trackman related changes, upgrades and enhancements including software, hardware, and procedural topics. - Other non-support job duties may be given based on experience, qualification and need. - Possible light travel or on-site testing in the local area