At StockX, our Senior Technical Support Specialists are a critical part of our mission to deliver timely, accurate, and professional advanced technical support to all StockX team members globally.
This position requires an experienced, motivated, flexible problem-solver who will ensure that our technology is operational and functioning in a way that enables team members and elevates organizational goals.
As a Senior Technical Support Specialist, you will be responsible for internal escalations within the team, categorizing and prioritizing incidents from a multi-channel queue, performing advanced and in-depth troubleshooting, ensuring the team’s support issues are resolved in a timely manner, and escalating support incidents to the correct team when necessary.
You will support a mixed environment of operating systems and hardware, with team members in over 5 time zones. The Senior Technical Support Specialist will remotely support all team members regardless of location and may be asked to travel to different sites if necessary.
The ideal candidate is self-managed, can effectively manage their time and ticket queue, mentors junior members of the team, and goes above and beyond for night and weekend support if necessary.
Clear and timely verbal and written communication with other team members, IT leadership, and other business critical roles is important.
Advanced knowledge of industry-standard troubleshooting best practices and SOPs.
Receive, prioritize, categorize, and actively resolve incidents and service requests.
Serves as a primary point of escalation for Technical Support Specialists and assists in the triage of critical business incidents and problems.
Acts as a technical resource for all IT support projects, rollouts, and initiatives.
Maintain ITIL standards in service delivery, rollout, and continued support of technology.
Works closely with service delivery leadership in ensuring that end user needs are met and within acceptable SLAs.
Provides training and technical guidance to Technical Support Specialists to ensure that they understand the StockX systems and services, hardware, and software in use in the organization.
Documents all new changes in processes and affected knowledge-bases for the IT team to ensure that documentation for the IT department is relevant and up to date.
On-call as needed including nights and weekends.
3 - 5+ years of service desk, desktop support, or other relevant IT experience.
Proven work experience and skills in tech support or a similar role.
CompTIA A+ Certification or equivalent education or experience.
Strong documentation skills with experience using ticketing systems.
Excellent written and verbal communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning
Comfortable communicating in person and via chat / email with peers, managers, and vendors.
Self-driven and self-motivated
Ability to lift 50 lbs or more
Ability to travel frequently, internationally at times, and at short notice
Fluent in English, Mandarin and Cantonese
What will make you special
Ability to manage multiple customer requests simultaneously in a fast-paced environment.
Ability to prioritize work based on department and objectives.
Warehouse or distribution facility-specific IT support experience
Experience troubleshooting and maintaining laser, thermal and Zebra printers.
ITIL 3 or 4 certified