Technical Support Specialist
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Job Description
Technical Support Specialist providing omni-channel support to municipal employees and citizens for SDL's software. Collaboration with product and engineering teams to enhance user experience.
Responsibilities:
- Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels
- Utilize service management system (HubSpot) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support
- Triage customer reported incidents for severity, urgency and content to ensure consistency and quality
- Perform research across various tools to determine if the incident is a known issue or defect
- Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce
- Contribute to the existing knowledge base to support customer self-service and training
- Participate in scheduled training sessions to learn internal and proprietary technologies
Requirements:
- Bachelor’s degree or equivalent experience preferred
- 1+ years of Support Center experience with SaaS products required
- Experience with a Service Management System (HubSpot, Zendesk, Salesforce Service Cloud, Service Now, etc.) required
- Strong interpersonal, written and verbal communication skills required
- Strong technical aptitude to problem solve and understand complicated problem statements required
- Microsoft SQL Database knowledge preferred
- Proficiency with documenting cases by triaging, responding, troubleshooting and resolving required
- Excellent organizational, time-management, and prioritization skills required
- Ability to collaborate and thrive within a team environment required
- Ability to learn new technologies and concepts quickly required
- Ability to handle multiple competing priorities required
- Experience working with local government customers preferred
Benefits:
- Competitive salary
- Unlimited PTO
- Flexible working hours and remote work options
- Comprehensive health, dental, and vision insurance
- Professional development opportunities and learning budget
- Home office and IT budget
- Supportive team environment
- The chance to work on innovative projects with cutting-edge technologies
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