Technical Support Representative
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Job Description
Technical Support Representative at Foundant, empowering organizations with software solutions. Providing customer support and ensuring effective resolution of user inquiries.
Responsibilities:
- Provide exceptional customer support to end users
- Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions
- Respond to email, online, and telephone client support requests
- Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer
- Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations
- Capture details of support requests in ticketing system powered by Zendesk
- Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements
- Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships
- Help test fixes provided by the Development team and incorporate them into client systems
- Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes
Requirements:
- A Bachelor’s degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience
- Minimum of one (1) year experience in a similar role
- Exceptionally strong and professional communication skills
- Must be client service oriented and believe in teamwork, collaboration, adaptability and initiative
- Excellent follow-through with minimal management
- Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems
- Ability to interact both effectively with non-technical and technical users
- Ability to prioritize and balance multiple tasks
- Must be legally eligible to work in USA/Canada/Ireland/Spain
Benefits:
- Competitive salary and benefits
- Tuition and lifestyle reimbursements
- Bespoke mindfulness and fitness initiatives
- Flexible PTO policy
- Autonomy and responsibility in work
- Employee recognition for great performance
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