Systems Support Specialist
@ ResultsCX

Hybrid
$80,000
Hybrid
Full Time
Posted 1 day ago

Your Application Journey

Personalized Resume
Apply
Email Hiring Manager
Interview

Email Hiring Manager

XXXXXXXX XXXXXXXXX XXXXXXXXXX***** @resultscx.com
Recommended after applying

Job Details

Role Overview

The Systems Support Specialist acts as an escalation point for client Subject Matter Experts and technical teams. This role provides a world-class support experience for D2L Administrators across Enterprise, Higher Education, and K-12 segments through technical investigation, troubleshooting, and cross-team collaboration.

Key Responsibilities

In this role, you will:

  • Utilize various communication channels (chat, phone, email, case tracking) for technical support.
  • Conduct thorough research and implement solutions using technical guides and manuals.
  • Identify and correct misconfigured installations.
  • Replicate, diagnose, and resolve complex technical issues.
  • Create, update, and resolve support cases in line with Service Level Objectives.
  • Generate Software Defect and Feature Enhancement reports to refine product design.
  • Develop support documentation including FAQs and knowledge articles for both internal use and clients.
  • Engage in collaborative troubleshooting sessions to determine root causes of issues.

Required & Preferred Experience

Applicants should have a Bachelor’s degree in computer science or equivalent technical background, with at least 2 years of related experience plus 6+ months working with Microsoft SQL. Preferred candidates have industry-specific experience at ResultsCX or in the BPO sector, experience in a Helpdesk environment, LMS familiarity, and exposure to Salesforce or similar ticketing systems.

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. With over 30 years of industry leadership, the company operates across 20+ geographic hubs and has approximately 20,000 colleagues worldwide. Their expertise spans actionable analytics, contact center as a service (CCaaS), and an AI-powered digital experience platform. ResultsCX fosters a high-performing, fun culture focused on delivering next-generation customer experiences.

Key skills/competency

  • Technical Troubleshooting
  • SQL
  • Ticketing Systems
  • Escalation Management
  • Helpdesk Support
  • Software Defect Reporting
  • Customer Support
  • Research
  • Collaboration
  • Documentation
Apply without a personalized resume

How to Get Hired at ResultsCX

🎯 Tips for Getting Hired

  • Customize your resume: Highlight technical troubleshooting and SQL skills.
  • Research ResultsCX: Understand company culture and client focus.
  • Prepare real examples: Detail past experience resolving support issues.
  • Practice interview responses: Emphasize teamwork and escalation management.

📝 Interview Preparation Advice

Technical Preparation

Review troubleshooting protocols and standards.
Brush up on Microsoft SQL usage.
Practice support case management in ticketing systems.
Study software defect and enhancement reporting.

Behavioral Questions

Describe your escalation handling experiences.
Explain teamwork during technical troubleshooting sessions.
Discuss past customer support challenges resolved.
Outline conflict resolution in high-pressure scenarios.

Frequently Asked Questions