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Technical Support 2, Eyefinity

Date: 
Req ID:  34872
Division:  Eyefinity
Location: 

Rancho Cordova, CA, 95670

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we’re all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/

General Summary

With minimal supervision, provide technical advice or consultation to internal and external customer concerns, identify technical requirements and problems, and develop logical solutions to problems that support the achievement of VSP Global’s satisfaction, growth and operational excellence goals.

Essential Functions

Act as a primary escalation point within the team for the resolution of the most challenging technical problems

 

Troubleshoots problems with software applications and recommends corrective action

 

Analyze, reproduce, trouble-shoot, and resolve technical issues related to specific and general functionality of VSP Global product/software (internal or external) and (if applicable) associated third-party integrations 

 

Maintain an in-depth knowledge of the VSP Global products/software

 

Define, coordinate, and prioritize customer feedback and work closely with the Product Development and Product Management team to implement product/software enhancements

 

Act as a customer advocate, championing issues which have an impact on customer operations as they relate to VSP Global products/software

 

Utilizes multiple systems/tools to troubleshoot a variety of issues and partner with various departments to ensure software products meet the needs of the customer

 

Provide dedicated beta support to product/software customers, which includes working with the Product Management and Product Development teams to increase product stabilization and usability and ensure the smooth implementation in the production environment

 

Ability to manage and implement system/software upgrades

 

Participate in cross functional teams/departments such as QA and Product Management to drive consistency and continuous improvement with both process and products

 

Maintains all defined service standards

Job Specifications

Typically has the following skills or abilities:

 

Bachelor’s degree in Business Administration, Computer Science or related field or equivalent work experience 

 

Three year of technical customer service experience handling complex customer software related issues 

 

Basic understanding of network, server and software methodologies and how they relate

 

Demonstrated interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities

 

Demonstrated high degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity

 

Available to work any shift, including weekends, holidays, and/or overnight

 

Demonstrated effective verbal and written communication skills including business writing, grammar, and punctuation in order to correspond with customers via letter, email and webchat

 

Demonstrated ability to communicate and collaborate across multiple teams and locations

 

Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities

 

Demonstrated ability to learn, support change management and assimilate new information quickly

 

Ability to work at a computer 90% of the time

 

Ability to use independent judgment/discretion for problem escalation on more complex issues or situations and coach less experienced representatives in basic procedures

Preferred Skills

Ability to demonstrate a working understanding and fundamental knowledge T-SQL, database administration


In-depth knowledge of various Microsoft Windows environments, MS SQL server database, LAN/WAN Networking and Terminal Services experience


Experience in utilizing either debugging tools or lab simulations to analyze problems and identify solutions


VB6 experience a plus.

Working Conditions / Physical Demands

The working environment is generally favorable.  Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

 

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.


Nearest Major Market: Sacramento

Job Segment: Technical Support, Ophthalmic, Computer Science, Product Manager, Testing, Technology, Healthcare, Operations

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