Joint Sharing Sites Technical Analyst
Emerging Tech
Technical Support Specialist
SDL
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 - $60,000 per year
Job Level
Junior
Tech Stack
CloudSQL
About the role
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer technical supportcase managementFirst Contact ResolutiontroubleshootingMicrosoft SQL Databasedocumenting casesproblem solvingSaaS productsService Management Systemknowledge base contribution
Soft skills
interpersonal skillswritten communicationverbal communicationorganizational skillstime-managementprioritization skillscollaborationadaptabilityteamworkability to learn quickly
