Technical Support Representative
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Job Description
Technical Support Representative delivering support for cloud services in a remote-first company. Resolving technical issues and assisting clients in navigating our software solutions for government services.
Responsibilities:
- Field complex/escalated issues for high value or critical clients
- Work directly with clients to understand issues, document in a case, and work towards resolution.
- Uphold SLA’s regarding responsiveness on individual cases.
- Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
- Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
- Validate and identify product bugs and be able to document the expected behaviors for resolution.
- Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
- Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
- On-call support.
- Help train more junior members/ customer support representatives on our software and processes.
- Updating the ticket tracking system to provide an accurate, and current, status of support issues.
- Creating Knowledge Base articles to expand the knowledge for handling support issues.
Requirements:
- 1 year experience providing technical support for cloud-based software or services.
- Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
- Able to convey complex technical issues to other experts, as well as technical novices.
- Technical degree in Computer Science or equivalent experience (2+ yrs.).
- Relational database experience (MSSQL & PostgreSQL preferred).
- Experience with administering windows desktops, servers and embedded systems.
- Enterprise SaaS or web-hosted software knowledge.
- Experience with streaming/video playback.
- Experience with Github, CI / CD, software deployment.
Benefits:
- Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
- Special guests from time to time to discuss issues that impact our employee population
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