Technical Support Specialist
3 semanas atrás
Are you a problem-solving enthusiast with a passion for technology and complex problem resolution? Magentrix, a leading provider of Partner Relationship Management (PRM) and Customer Portal solutions, is seeking a Technical Support Specialist to join our growing team
About Magentrix: What we're all about: Collaboration. We aim to improve collaboration. In today's world, the need for collaboration has become ever more important and the need for tools to help make it easier only continues to grow.
Position Overview: We're looking for an exceptional Technical Support Specialist who can think outside the box and deliver outstanding customer support. This role combines solution engineering expertise with creative problem-solving to ensure our customers get the most out of their Magentrix experience.
What You'll Do:
- Provide expert-level technical support for Magentrix software, troubleshooting issues and isolating root causes
- Think quickly and critically to diagnose, investigate, and resolve complex technical problems efficiently
- Guide customers in navigating the platform and its various modules to ensure optimal use and efficiency
- Apply solution engineering principles to design and recommend tailored configurations, integrations, and optimizations that meet customer needs
- Go above and beyond to deliver the 'Magentrix Magic Experience' by providing outstanding customer service at every interaction
- Work closely with internal teams to escalate and resolve complex technical issues, sharing innovative ideas to enhance support processes
- Maintain and update Knowledge Base articles to improve self-service resources for clients
- Provide regular status updates to management, clients, and all relevant stakeholders
- Analyze customer needs and platform usage to provide strategic recommendations for improved performance, functionality, and efficiency
Required Qualifications:
- 5+ years of experience in Customer Support/Technical Support roles
- Bachelor's degree in Computer Science, Information Technology, or equivalent
- Fluent in English (spoken and written)
- Strong problem-solving skills with deep investigative and analytical abilities
- Excellent technical writing skills with experience creating clear, concise documentation and knowledge base articles
- Ability to work independently and think outside the box to solve technical challenges
- Ability to work Eastern Time Zone hours (8 AM to 8 PM ET)
- Experience in customer-facing roles with demonstrated communication excellence
Bonus Skills:
- Previous experience with CRM systems (Salesforce, Microsoft Dynamics, or HubSpot)
- Experience with SAML-based SSO and identity management solutions
- Customer Success experience
What Sets You Apart:
- You're a fast thinker who thrives in dynamic environments
- You have a knack for thinking outside the box
- You're naturally curious and enjoy deep investigation
- You can work independently while maintaining strong team collaboration
Why Join Us:
- Join a growing, innovative company
- Develop your skills with a supportive team
- Career advancement opportunities and professional growth paths
- Make a real impact on customer success
- Remote work flexibility
Ready to take your career to the next level? Apply now and join our dynamic team at Magentrix
Additional Information- 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
- Start: ASAP
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