Support Administrator

The Support Administrator role is a unique opportunity to provide technical service to a large, global SaaS customer. This is a crucial position where you'll act as the main point of contact for end-user support and contribute to the customer's success by ensuring their platform is well-maintained and continuously improved. The ideal candidate will have 3-5 years of experience in a support role and a strong aptitude for learning new technologies.

Key Responsibilities

• End-User Support: Act as the primary point of contact for end-user support, providing remote assistance for a valued customer's WebCenter site.
• Site Maintenance & Administration: Maintain and modify the customer's site by managing user accounts, editing attributes, and fine-tuning security settings.
• Reporting & Training: Provide reports and evaluations as requested by the customer. You will also conduct software and procedural training for users and assist customer sponsors in supporting the system.
• Issue Resolution & Escalation: Adhere to established Standard Operating Procedures and escalate complex issues to the ESKO Technical Support team, staying involved until they are resolved.
• Continuous Improvement: Propose platform improvements in line with customer objectives by staying up-to-date on the latest ESKO innovations. You'll be able to make small workflow adjustments to support these initiatives.
• Collaboration: Work as a liaison between the company and the customer. You will also work with other system administrators, internal customer stakeholders, and ESKO colleagues.
• Tool Usage: Use various tools like Jira, Azure DevOps, and Smartsheet to manage incoming requests and improve workflow efficiency.

Required Qualifications

• Education & Experience: A Bachelor's degree in Computer Science or a related discipline with 3 to 5 years of experience in a support role for SaaS or enterprise software solutions.
• Technical Skills: Intermediate skills in Microsoft Word, Excel, PowerPoint, SharePoint, and Power BI are required. Knowledge of Digital Asset Management solutions and involvement in Graphic Services Production are a plus.
• Personal Attributes:
• Excellent communication and presentation skills.
• Strong problem-solving skills and the ability to maintain focus in a demanding environment.
• A proactive learner who enjoys discovering solutions by building and testing new ideas.
• A strong attention to detail and the ability to adapt to company and customer processes.
• Technical aptitude and an interest in embracing new technologies to enhance customer satisfaction.