Provi

Technical Support Specialist

Provi

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • Texas • United States

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Salary

💰 $64,000 - $75,000 per year

Job Level

Junior

About the role

  • Serve as a technical escalation point within the Support team; responsibilities include incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations
  • Escalate and collaborate on complex issues with Engineering teams when necessary
  • Efficiently address tickets related to our clients’ essential business functions, and maintain the ability to clearly communicate complicated technical issues and resolutions to both internal and external stakeholders
  • Independently prioritize issues based on defined criteria
  • Achieve team KPIs of a median Time to Resolution under 48 hours and First Response Time under 1 hour
  • Escalate and collaborate on complex issues with Engineering for quick resolution when necessary
  • Document customer interactions and resolutions accurately in our support ticketing system
  • Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service
  • Collaborate cross-functionally with Product, National Implementations, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings and industry trends, etc.
  • Contribute to self-service internal and user documentation to enhance training resources

Requirements

  • Past technical support experience at a SaaS company
  • Experience with CRM software and technical tools such as Salesforce, Jira, Confluence
  • Ability to triage and troubleshoot issues independently and efficiently
  • Excellent organizational skills, verbal and written communication skills, and acute attention to detail
  • An analytical mind and a passion for problem-solving
  • An aptitude for explaining technical concepts to non-technical stakeholders
  • Experience in the hospitality and/or alcohol beverage space is a plus.
Benefits
  • Health, Dental, Vision, 401K with match, Commuter Perks, Long/Short Term Disability, Employee Assistance Program, Unlimited PTO and ½ day Fridays in the Summer.
Applicant Tracking System Keywords

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

Hard Skills & Tools
incident diagnosisroot cause analysistroubleshootingtriageproblem-solving
Soft Skills
organizational skillsverbal communicationwritten communicationattention to detailanalytical thinking