Technical Support Representative
New
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1 year experience providing technical support for cloud-based software or services; 2+ years for candidates without a Computer Science degree.
- Required Skills
- PostgreSQLMicrosoft SQL ServerSalesforceJiraTroubleshootingTechnical supportSaaSZendesk
Requirements
- 1 year of experience providing technical support for cloud-based software or services.
- Technical degree in Computer Science or at least 2 years of equivalent experience.
- Experience using ticketing systems such as Zendesk, JIRA, or Salesforce.
- Ability to troubleshoot issues ranging from simple failures to complex multi-factored problems.
- Strong client communication skills with the ability to de-escalate high-stress situations.
- Understanding of software configurations and online payment system integrations.
- Familiarity with relational databases, scripting, and web applications.
- Knowledge of internet communication protocols and network basics.
- Ambitious, self-driven, and enthusiastic approach to problem-solving.
- Relational database experience (MSSQL & PostgreSQL) preferred.
- Experience with enterprise SaaS, Windows desktop/server administration, or CI/CD and software deployment is a plus.
Responsibilities
- Field complex or escalated technical issues for high-value clients.
- Work directly with clients to understand issues, document cases, and drive resolutions.
- Uphold service level agreements (SLAs) regarding responsiveness.
- Serve as a product subject matter expert and escalation point for the support team.
- Validate and document product bugs and expected behaviors.
- Coordinate troubleshooting sessions and provide status recaps to stakeholders.
- Create and update Knowledge Base articles to improve support efficiency.
- Train junior team members on software and internal processes.
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