Senior Technical Support Analyst

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Requirements:

• 3+ years of applicable technical or customer support experience working in a Software-as-a-Service (SaaS) support or success capacity
• Multi-year experience with API/integration, webhooks, file process automation, network/systems, and/or Postman
• Comfort managing high-complexity, Level 2 production requests in a fast-paced environment
• Proven proficiency with data intensive research and technical problem-solving
• Experience working within an incident management framework
• Excellent detail-oriented, organizational, and time management skills
• Customer focus and adaptability to different personality types and situations
• Excellent verbal and written communication skills
• Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors
• HubSpot, Salesforce, and Jira experience is desired
• Experience with texting and/or payment solutions is a plus

Responsibilities:

• Resolve complex inbound customer support and technical questions, requests, and issues
• Deliver expert knowledge and level 2 technical consulting by phone, email, and chat
• Develop an expert level working knowledge of company’s products, structures, workflows platform features
• Take ownership and accountability of customer requests contributing to high level of CSAT
• Manage customer escalations with persistence and urgency
• Ensure customers receive the appropriate level of detail and follow-through
• Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s
• Manage queue of tickets, maintaining clear communication, internally and externally
• Maintain accurate and detailed records of customer interactions, action items, and file documentation
• Remain current on SBT platform releases, compliance updates, and changes in company policies
• Contribute to development of the SBT Knowledge Base
• Collaborate with management to effectively train and mentor junior staff members, as needed
• Initiate customer migrations, using the appropriate tools, process, and partnerships