Key skills
SQLGoSalesforceJiraCommunication
About this role
Role Overview
- Own the ticket queue
- Triage incoming tickets in Zendesk, prioritize by impact and urgency, and drive each one to resolution
- Keep customers informed without being asked
- Reproduce and diagnose issues
- Check the data, read the logs, run the query
- Monitor PracticeLink admin dashboards
- Resolve what you can; escalate what you can’t with a clean, reproducible writeup
- Document as you go and capture solutions in our knowledge base
- Hold the SLA line and hit your response and resolution targets
- Take after-hours rotation if needed
Requirements
- 1+ years in software support, help desk, or a customer-facing technical role
- Working knowledge of SQL
- Real troubleshooting instinct
- Clear written communication
- High organization under load
- Curious without ego
- Comfortable with the basics like Microsoft 365, browser dev tools, ticketing systems (Zendesk, Salesforce, Jira, or similar)
- Authorized to work in the U.S.
Tech Stack
- SQL
Benefits
- Full-premium-paid medical and dental from day one
- HRA covers half your deductible
- FSA and EAP available
- 401(k) with company contribution
- Generous PTO, paid holidays, and sick leave
- Fully remote with the autonomy that comes with it