Technical Support Specialist II

Role Overview

• Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
• Act as a client liaison and become an advocate for the resolution of client issues.
• Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
• Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
• Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
• Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
• Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Advocate for product, policy and process improvements that improve the customer experience.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
• Write or revise user training documents and procedure.

Requirements

• 2+ years’ experience in Customer Service, IT, SaaS and/or cyber security desired.
• 1 week on-call rotation quarterly.
• Hybrid In Office attendance is required on specified days.
• Excellent written and verbal communication skills.
• Excellent critical thinking and time management skills.
• Comfortable navigating the unknown.
• Excellent documentation skills both conversational and technical.
• The ability to communicate technical information to non-technical audience.
• 2+ years of call center experience handling inbound/outbound calls in high-volume settings.
• CRM and Salesforce experience preferred.

Tech Stack

• Cyber Security

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development