Business Continuity Technical Support Specialist

Control Risks is looking to hire a Business Continuity Technical Support Specialist to support a Fortune 100 tech client of ours. The successul candidate will have a background in technical support and customer support and ideally a knowledge of Business Continutiy programs.

• Serve as the first point of contact for internal customers seeking technical assistance over the phone or via email.
• Provide quick resolution and excellent customer service.
• Resolve simple to moderate technical calls from internal customers.
• Follow-up and update internal customers on status.
• Manage and track customer communications.
• Identify and escalate problems that require urgent attention.
• Perform troubleshooting and root cause analysis using available information sources and/or using data to dive deep.
• Manage, track, redirect, escalate, and/or close application change requests.
• Manage and support test environment including testing and production rollouts of changes and enhancements.
• Liaise with internal information technology support resources and external vendor to support as needed.
• Identify and suggest opportunities to Invent and Simplify on application improvements and procedures.
• Manage BCIC Advisory Group schedule, agenda, and meeting minutes.
• Document and maintain BCIC internal procedures, system requirements, activity reports, training manuals, records, and other documents required.
• Stay current with system information, changes and updates.
• Provide support to training video production for end users
• Train end users

Requirements

• Bachelor’s Degree or higher or equivalent customer service/helpdesk work experience.
• 1-2 years of experience in managing problem ticket resolution with internal teams and vendors.
• Experience with commercial Business Continuity tools.
• Experience with cloud-based applications, technologies and tools, deployment, monitoring and operation.
• Two years of Business Continuity, Crisis Management or Risk Management Experience is a plus
• Proven experience in application support or customer support role.
• Ability to collaborate with high-performing teams and individuals to accomplish common goals
• Ability to diagnose, escalate, and resolve application issues.
• Experience with Jira and Asana applications
• Experience with BCIC/Infinite Blue business continuity software solution
• Excellent technical writing skills in English.
• Strong communication skills.
• Strong meeting planning and facilitation skills.
• Highly organized, ability to simultaneously prioritize tasks and handle time-sensitive issues.

Benefits

• Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarized in the full job offer.
• We operate a discretionary bonus scheme that incentivizes, and rewards individuals based on company and individual performance
• Control Risks supports hybrid working arrangements, wherever possible, that emphasize the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working.