Technical Support Specialist

The company is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That’s why we’ve built the company as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve.

At the company, you'll do meaningful work alongside people who genuinely care about our mission, our customers, and each other. Here, you're free to show up as your full self, celebrating wins, having fun, and knowing you're truly part of something bigger. You will have real ownership of your work and your contributions will have a direct impact on our success. We're invested in your growth because when you grow, so do we.

About the Job

The company is looking for a Technical Support Specialist. In this role, you will be responsible for providing excellent customer service by resolving customer inquiries and troubleshooting product issues. This role ensures customer satisfaction through effective communication and collaboration with cross-functional teams. The Technical Support Specialist helps maintain a positive customer experience by ensuring prompt responses and high-quality resolutions.

Who you are

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Basic to intermediate scripting language capabilities (SQL, JavaScript, Domino, etc.)

• Exhibit excellent verbal and written communication skills to effectively convey technical information to stakeholders.

• Display strong problem-solving abilities, approaching challenges with creativity and a solution-oriented mindset.

• Be adaptable and open to change, effectively managing shifting priorities and evolving business needs.

• Show a strong customer focus, ensuring solutions deliver significant value and an exceptional user experience.

Required Experience

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0-2 years of relevant experience in customer support or junior technical role

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Studying for relevant certifications preferred but not required (such as scripting/Database basics, Cloud Fundamentals, SFDC, etc.)

What you’ll be responsible for

Customer Service and Issue Resolution

• Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs.

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Resolve customer issues with product functionality, reporting, and integrations.

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Write basic to intermediate scripting queries to investigate customer data problems.

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Document solutions in the knowledge base.

• Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary.

• Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions

Knowledge Base and Documentation

• Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues.

• Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes.

• Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers.

Cross-Functional Collaboration

• Work with product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product improvements.

• Provide backup assistance for Engineering team in manual testing.

• Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions.

Performance and Process Improvement

• Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems.

• Participate in team meetings and feedback sessions to share learnings and improve overall team performance.

• Stay up to date with product changes and customer support best practices to continually improve customer interactions.

• Demonstrates willingness and ability to support colleagues on specific issues and knowledge sharing.

What we offer

• Unlimited PTO policy

• Competitive medical, dental, and vision healthcare coverage

• 401k matching

• Paid holidays

• Volunteer time off

• Paid parental leave

• Remote work stipend

• Compensation: $55,000 - $65,000

• Location: Remote

Please note that all official communication regarding opportunities at the company will only come from an [link for members] email address. Some fraudulent domains may look very similar at a glance, so if anything feels off, please proceed with caution.

Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process.

Please note that all official communication regarding opportunities at the company will only come from an [link for members] email address. Some fraudulent domains may look very similar at a glance, so if anything feels off, please proceed with caution.

The company is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. The company does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.