Provide exceptional customer support to end users
Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions
Respond to email, online, and telephone client support requests
Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer
Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations
Capture details of support requests in ticketing system powered by Zendesk
Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements
Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships
Help test fixes provided by the Development team and incorporate them into client systems
Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes

A Bachelor’s degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience
Minimum of one (1) year experience in a similar role
Exceptionally strong and professional communication skills
Must be client service oriented and believe in teamwork, collaboration, adaptability and initiative
Excellent follow-through with minimal management
Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems
Ability to interact both effectively with non-technical and technical users
Ability to prioritize and balance multiple tasks
Must be legally eligible to work in USA/Canada/Ireland/Spain

Technical Support Representative

Key skills