Technical Support Center Specialist 

PTFS is a leader in enterprise content management solutions, content digitization, and library services/solutions, serving more than 500 organizations around the world.

Our Ideal Candidate:

The Technical Support Center Specialist is responsible for providing technical support and assistance to clients and users of PTFS’ flagship produduct Knownation. The Technical Support Specialist plays a crucial role in ensuring the smooth operation of the system, resolving user issues, and maintaining a high level of customer satisfaction. The primary focus is on delivering effective technical support through various communication channels and ensuring timely issue resolution.

Responsibilities include but not limited to:

Ticket Management:

• Receive, prioritize, and manage incoming support tickets related to the Knowvation platform via email, phone, or ticketing system.
• Accurately log and document all relevant details of reported issues, including symptoms, troubleshooting steps, and resolutions provided.
• Categorize and prioritize tickets based on severity, impact, and service level agreements (SLAs).
• Owning the life cycle of the ticket, from inception to closure.

 Technical Troubleshooting and Issue Resolution:

• Utilize in-depth knowledge of the Knowvation platform to diagnose and troubleshoot technical issues reported by users.
• Follow established troubleshooting procedures and best practices to identify root causes and implement effective solutions.
• Collaborate with internal development teams and Tier 2 teams to escalate and resolve complex or unresolved issues.

Customer Support and Communication:

• Provide prompt, courteous, and professional assistance to users experiencing related problems.
• Communicate technical information and instructions clearly and effectively to users of varying technical proficiency.
• Manage user expectations regarding issue resolution times and provide regular updates on the status of open tickets. 

Documentation and Knowledge Management: 

• Maintain comprehensive documentation of support activities, including resolutions, workarounds, and troubleshooting procedures.
• Contribute to the development and maintenance of knowledge base articles, FAQs, and user guides to facilitate self-service support.
• Continuously update technical documentation to reflect changes in the software platform, updates, or new features.

Proactive Support and Continuous Improvement: 

• Identify common trends or recurring issues in support tickets and proactively implement solutions to prevent future occurrences.
• Stay abreast of Product software updates, patches, and new releases, and communicate relevant information to users and stakeholders.
• Participate in regular team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and expertise.
• Report status of support center to Higher management 

Qualifications and Skills:

• Degree in Computer Science, Information Technology, or related field (preferred).
• 3-5 years of experience.
• Proven experience in a technical support role, with specific expertise in supporting software platforms or applications.
• Strong understanding of software architecture, databases, and SaaS
• Proficiency in troubleshooting software-related issues and familiarity with debugging tools and techniques.
• Excellent communication and interpersonal skills, with the ability to empathize with users and provide exceptional customer service.
• Experience working with ticketing systems, remote support tools, and knowledge base software.
• Ability to work independently and collaboratively in a fast-paced environment.
• Certifications or training in relevant software platforms or technologies.

 Benefits:

• 15 days PTO per year
• 11 paid holidays per year
• Medical, Dental & Vision
• 401(k) Plan with matching
• Tuition assistance
• Disability insurance
• Gym in the Rockville, MD office

Eligibility: You must be authorized to legally work in the U.S., PTFS will not sponsor any visas at this time.