Technical Expert

We are seeking 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 experience.

Responsibilities

• Provide expert-level technical support for 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 'Customer 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

Requirements

• 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 flexible hours

Benefits

• A competitive salary
• A comprehensive benefits package including medical, dental, and vision coverage
• A 401(k) retirement plan with company match
• A generous paid time off policy
• A collaborative and dynamic work environment

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

About Us

• We're a growing, innovative company that values creativity and innovation
• We're committed to delivering exceptional customer experiences
• We offer career advancement opportunities and professional growth paths
• We prioritize employee well-being and work-life balance