Technical Support Specialist

Technical Support Specialist

As a Technical Support Specialist, you are on the frontlines—your job is to help ensure a delightful and successful experience for merchants, partners, prospects, and employees. Your challenge will be to promote fast and efficient implementation of our services, providing the correct solutions while ensuring an excellent experience every single time. Not only will you be providing solutions to our merchants, but you will also be supporting our internal teams with support resources and knowledge. You will also be working with our product and engineering teams to report technical issues and test new features before release. Providing a delightful and successful experience for all of our customers is key to their success—and ours!

Responsibilities

• Develop relationships across the entire organization to influence others to achieve the best customer experience possible.
• Support customer inquiries by managing tickets in an industry-leading helpdesk management system including but not limited to ensuring tickets are routed to the right personnel and that ticket correspondence is prompt and thorough in accordance with current service level agreements (SLA).
• Foster lasting relationships with our developers and product owners and utilize their expertise to connect customers with the right technical solutions.
• Proactively identify technical issues and report them to our Engineering team.
• Develop comprehensive knowledge of existing customer service processes, workflows, and procedures.
• Be the subject matter expert of our products and services prior to general customer availability.
• Collaboratively accomplish team goals to maintain and improve customer service standards and best practices.
• Create and maintain documentation and instruction resources related to your role to be utilized by other team members.

Requisites

• You have 3+ years of related experience providing customer support using industry-leading case management systems and inbound customer support platforms.
• You have experience collaborating with peers and forming agreements across teams.
• Aptitude to quickly learn new technologies; both software and hardware platforms.
• You have a deep understanding of the software development cycle and use that knowledge to inform customer support strategy recommendations.
• You exhibit an excellent grasp of customer service practices.
• You know how to organize complex information into logical steps and sequences.
• You are skilled at and comfortable with articulating technical problems and issues succinctly and clearly with groups of people.
• You have the ability to troubleshoot technical issues on a variety of clients creatively and efficiently.
• You have strong written and verbal communication skills.
• You have an advanced understanding of mobile and web-based platforms.
• You have experience with JSON and REST APIs.
• You have experience writing code to gather data from web services and use it for your own purposes.
• Experience with server event diagnostics tools.
• Familiarity with HTML and CSS for basic web content structuring and styling. While not required, experience in these areas can be beneficial for collaborating with engineering teams or customers.
• Experience and subject knowledge of RevRec and other financial reporting tools.
• Experience being measured and driving against metrics that feed Service Level Objectives and Key Performance Indicators.

Competencies

• Support Specialist competencies are utilized and are reinforced by the Lominger model. Competencies are abilities, behaviors, knowledge, and skills that impact the success of employees and organizations.
• Problem Solving
• Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
• Customer Focus
• Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Decision Quality
• Good decisions are based upon a mixture of data, analysis, intuition, wisdom, experience, and judgment. Making good decisions involves being patient enough to collect the available information, being humble enough to ask for other people's opinions and thoughts, and then coldly making the decision. No one is ever right all the time; it's the percent correct over time that matters.
• Written Communication
• Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
• Technical Learning
• Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.

Personality Traits

• You genuinely love helping people. You always seek to improve the experience of those around you.
• You have a real passion for technology.
• You enjoy working across organizational teams and juggling competing demands.
• You desire to develop your own personal management skills.
• You have high attention to detail and are always seeking ways to improve.
• You have excellent, proven problem-solving skills, but are aware of when something is over your head and are not afraid to ask for help.
• You desire to provide truly excellent, delightful customer service.
• You are capable of multitasking and are highly organized.