Responsibilities:

• Provide tier 2 technical support to clients and internal client service’s team to resolve software and integration issues via phone, email, chat, or video call.

• Effectively troubleshoot, replicate, and work with the Product Team and Development Team for workarounds and resolutions for client issues using a ticket tracking system

• Proactively analyze client configuration for signs of potential issues.

• Document details pertaining to the issue/solution and communicate the results to the client, team, and/or partner.

• Assist where needed with new product releases.

• Act as liaison between Client Success and the Product Team to ensure high impact problems are resolved in a timely and satisfactory manner.

• Identify training and additional technical learning for the Client Success team and coordinate continued training/education where necessary

• Prioritize critical issues, providing direction, and ensuring appropriate client support is delivered in a timely and effective manner.

• Assist in developing internal documentation/resources to support team members where needed.

• Provide insight and feedback on various processes and procedures to maximize efficiency and client satisfaction

Requirements

• 3+ years of software support experience supporting a web-based application

• Strong understanding of internet fundamentals, including HTTP, DNS, client-server model, JavaScript and HTML

• Excellent interpersonal skills, with ability to build relationships across the organization

• Excellent written and verbal communication skills

• Personal characteristics of the ideal candidate include quick thinking and problem solving, flexibility, adaptability, resilience, positive attitude, collaborative nature, self-starter, humble confidence, and an ability to “translate” thoughts among various groups of people