01Key Responsibilities
- Support the continuous operation and reliability of GLG's critical conference systems
- Respond to support requests in a prompt and professional manner
- Regularly collaborate with our engineering teams to facilitate ticket resolution
- Communicate resolutions to stakeholders and be able to explain technical solutions to nontechnical people
- Identify, document, and communicate opportunities for system or process improvement
- Analyze and report on trends and metrics of our communications services
Qualifications:
- A growth mindset, and an eagerness to learn technologies
- A strong interest in problem solving and collaboration
- The ability to investigate and diagnose system problems
- 3+ years of experience supporting enterprise level software applications
- Knowledge of audio and video conference systems is a plus
- Passionate about learning technology platforms, and how they can optimize business workflow
- Experience in monitoring key support metrics, SLAs, and KPIs
- Proven experience adhering to best practice problem and incident management processes
- A self-motivated and lifelong learner mindset
- Highly personable and collaborative with strong interpersonal and partnership building skills .
