Advanced Technical Support Specialist

HSI SystemsWorkplace compliance software

Workable locations: United StatesFull-TimeSenior

Salary60,000 - 68,000 USD per year

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Job Details

Experience: 2+ years of experience in technical support, system configuration, software administration, or supporting SaaS platforms. 4+ years of overall technical, systems, or software support experience preferred.
Required Skills: Data AnalysisSalesforceMicrosoft ExcelRESTful APIsSaaSTechnical support

Have 2+ years of experience in technical support, system configuration, software administration, or SaaS platform support.
Bring 4+ years of overall technical, systems, or software support experience preferred.
Have a bachelor's degree preferred, or an equivalent combination of education and experience.
Demonstrate strong working knowledge of Microsoft Excel, including formulas such as VLOOKUP/XLOOKUP and IF statements, data cleanup, pivot tables, and CSV imports and exports.
Have experience in a customer-facing role, such as technical support, customer support, implementations, customer success, or client services.
Be able to explain technical concepts clearly and professionally to clients and non-technical audiences.
Show strong technical aptitude and an ability to learn new systems quickly.
Bring strong problem-solving skills and the ability to troubleshoot complex system and data issues independently.
Have experience supporting software integrations, APIs, SSO, HRIS platforms, or similar connected systems preferred.
Have experience with Learning Management Systems or other SaaS platforms preferred.
Be familiar with databases, data structures, or data mapping concepts.

Investigate and resolve advanced system errors, data discrepancies, configuration challenges, integration issues, and customer escalations.
Analyze and troubleshoot data using Excel and system tools to identify root causes and implement solutions.
Support configuration changes, customer setup, data imports and exports, site restructuring, and platform administration.
Perform bulk data imports, platform upgrades, customer migrations, and organizational restructuring activities.
Support and troubleshoot integrations, including HRIS systems, SSO, APIs, and other connected technologies.
Perform data audits, resolve discrepancies and outliers, and identify patterns and potential improvements.
Join client calls with Customer Success and Account Managers to provide technical support.
Assist implementation teams with system setup, data population, migrations, and customer onboarding.
Partner with Product and Development to investigate issues, validate platform behavior, test fixes, and support enhancements.
Document and track cases in Salesforce, resolve tickets within SLA guidelines, and contribute to process and system improvements.

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