This role will diagnose, triage and escalate reported issues to appropriate teams utilizing in-depth product knowledge. The role will facilitate the resolution for business impacting incidents and service requests, while keeping customer satisfaction as the primary goal.
- Monitor HireRight proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues
- Monitor event processes, message queues and workflow processing software involving web
- Enter new trouble tickets, escalate existing tickets and keep users informed of status.
- Ensure documentation of tickets as they are created are up to the standard of HireRight Technology Solutions Center.
- Keep procedures and troubleshooting links and tools up to date.
- Create site availability reports for customer SLAs and KPIs.
- Troubleshoot, manage and resolve production systems, platforms and processes.
- Identify network, system and service issues separately from software source code errors.
- Utilize check lists, uptime report, and event root cause investigation as necessary.
- Work with level 2 and 3 Technical Solutions Center staff and development team to troubleshoot issues, document software issues, application and system issues
- Support all HireRight custom product/processes and software
- Communicate with internal users, Technical Client Advocates and Technical support concerning case status, prioritization, and resolution plans
- Ensure software problems are effectively managed and communicated to resolution
- Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Client Advocates, Customer Service).
- Establish a close working relationship across multiple departments.
- Minimum of 4 years’ experience in technical or application support roles
- Familiarity with product / technologies / troubleshooting preferred
- Must have previous experience in general technology support (hardware, software, diagnostic process)
- SQL experience strongly preferred
- Fluent in English
- Entry level for less complex support and administrative tasks requiring basic knowledge of standardized rules, and some previous training or experience.
- Has some knowledge, experience and skill in applying straightforward procedures.
- Understands how one’s work relates to, or coordinates with, the work of others in the unit.
- Demonstrates one or more specialized skills for a variety of activities.
- Ability to work different shifts (24/7)
HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. NAPBS accredited and based in Irvine, CA, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.