Description
We are seeking a Technical Support Specialist to join our team, providing technical support for our business intelligence tool with a global footprint. The successful candidate will resolve client concerns and requests efficiently, handle expert-level client issues independently, and contribute to new hire onboarding.
Responsibilities:
- Resolve client concerns and requests efficiently, accurately, and professionally
- Handle expert-level client issues independently and act as a subject matter expert on technical matters within the team
- Assist and train non-technical client support teams and other departments as needed
- Participate in internal projects and process improvements, providing feedback and generating ideas with LEAN and automation in mind
- Train new hires on products, tools, and processes; provide feedback to management for enhanced onboarding
- Maintain advanced understanding of supported products, including technical bugs and customer usage requirements
Requirements:
- 2 to 4 years of experience in a customer-facing technical support role for MI or CIQ products
- Excellent written and verbal English communication skills
- Strong technical skills and understanding of Windows platforms, internal platforms, CRM, and various logging systems
- Strong customer service orientation and ability to influence client satisfaction
- Ability to communicate technical concepts to non-technical audiences
- Organized with ability to collect, analyze, and summarize data for technical documentation
- Solid understanding and working knowledge of MS Office (Word, Excel, PowerPoint)
Benefits:
- Health & Wellness: Health care coverage designed for the mind and body
- Flexible Downtime: Generous time off helps keep you energized for your time on
- Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills
- Invest in Your Future: Competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs
- Family Friendly Perks: Perks for your partners and little ones, too, with some best-in-class benefits for families