Technical Support Representative

Foundant + smartsimple

11d

About The Position

You’ll provide exceptional customer support to end users. Help customers resolve day to day challenges by delivering innovative and scalable resolutions.
You will respond to email, online and telephone client support requests.
You’ll troubleshoot, triage and resolve customer support issues; providing concise details to internal teams and to the customer
You’ll analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business process, and escalating to subject matter experts with recommendations.
You’ll capture details of support requests in ticketing system powered by Zendesk.
You’ll ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements.
You’ll facilitate relationships across various customer teams, internal teams and departments to further strengthen our customer partnerships.
You’ll help test fixes provided by the Development team and incorporate them into client systems.
You’ll advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes. Provide instruction and documentation to ensure the technical success of these initiatives.
Some travel may be required to provide customer training. Travel is estimated to be less than 10%.
Other duties as assigned.

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.
• Successfully managed customer engagements to completion and client satisfaction.
• 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.
• Demonstrable success in thinking strategically, executing tactically, while providing consistent and high levels of client satisfaction and retention in a fast paced environment.
• 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.

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 process, and escalating 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 our 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.
• Provide instruction and documentation to ensure the technical success of these initiatives.
• Provide customer training (less than 10% travel)
• Other duties as assigned.

Benefits

• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
• We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.
• As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought.
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level