Technical Support Specialist

Role Responsibilities

• Analyse, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved
• Analyse data using SQL / spreadsheets, and ad hoc analysis
• Identify alternate solutions when necessary and communicate them to customers
• Maintain a detailed understanding of product architecture, technical components and application functionality
• Assist in creating training materials pertaining to product troubleshooting and usage
• Set up and document troubleshooting procedures for new product features
• Communicate clearly and effectively with customers, fellow support team members and the other internal teams

Preferred Skills & Experience

• 5-6 years customer support experience for software applications
• 3+ years knowledge of and experience with SQL
• Experience with MAP and CRM-Salesforce
• Strong (verbal and written) communication skills with an ability to build relationships
• Experience describing technical concepts to a non-technical audience
• Ability to function and thrive in a team environment with an appreciation of aggressive goals
• Ability to work independently
• Effective prioritizations and multitasking
• Experience working with Google Analytics a plus
• Experience/knowledge of Salesforce integrations a plus
• Experience in a SaaS environment is a plus
• Experience with ticketing systems SFDC and JIRA a plus