Powerhouse Dynamics

Technical Support Representative

Powerhouse Dynamics

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Tech Stack

SQL

About the role

  • respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team
  • track all issues and their resolution and communicate outcomes to customers and partners
  • maintain case histories through our ticketing system and provide key information from customer interactions to PhD management
  • provide training, as needed, to ensure customers understand product functionality
  • assist with product orders and returns as appropriate
  • make outbound calls as needed to address key customer issues
  • assist with the development and delivery of training materials for customers, partners, and our after-hours support team
  • help oversee the performance of our after-hours support team
  • assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals
  • perform other job duties as assigned

Requirements

  • located in one of these timezone, Central, Mountain or Pacific
  • excellent customer service skills
  • strong written and verbal communication skills
  • technical background including familiarity with modern web technologies and Software as a Service
  • experience with hardware technologies a major plus
  • ability to continually and effectively manage multiple concurrent customers and priorities
  • strong organizational skills with attention to detail
  • ability to learn and think quickly and be a self-starter
  • willingness to support night and weekend work as needed (On call once every 5 weeks)
  • working knowledge, or willing to develop a working knowledge, of SQL
  • minimum of B.A. or B.S. undergraduate degree or equivalent experience
Benefits
  • excellent compensation and benefits that start on your first day
  • work/life balance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLweb technologiesSoftware as a Servicehardware technologies
Soft skills
customer servicewritten communicationverbal communicationorganizational skillsattention to detailself-starterability to manage multiple priorities