Note: The job is a remote job and is open to candidates in USA. SDL is a company that provides cloud-based software solutions to local governments, aiming to enhance community living and working conditions. The Technical Support Specialist role involves serving as the main contact for municipal employees and citizens, providing omni-channel support while managing case backlogs and delivering high customer satisfaction.
Responsibilities
- Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels
- Utilize service management system (HubSpot) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support
- Triage customer reported incidents for severity, urgency and content to ensure consistency and quality
- Perform research across various tools to determine if the incident is a known issue or defect
- Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce
- Contribute to the existing knowledge base to support customer self-service and training
- Participate in scheduled training sessions to learn internal and proprietary technologies
Skills
- 1+ years of Support Center experience with SaaS products required
- Experience with a Service Management System (HubSpot, Zendesk, Salesforce Service Cloud, Service Now, etc.) required
- Strong interpersonal, written and verbal communication skills required
- Strong technical aptitude to problem solve and understand complicated problem statements required
- Proficiency with documenting cases by triaging, responding, troubleshooting and resolving required
- Excellent organizational, time-management, and prioritization skills required
- Ability to collaborate and thrive within a team environment required
- Ability to learn new technologies and concepts quickly required
- Ability to handle multiple competing priorities required
- Bachelor's degree or equivalent experience preferred
- Microsoft SQL Database knowledge preferred
- Experience working with local government customers preferred
Benefits
- Unlimited PTO.
- Flexible working hours and remote work options.
- Comprehensive health, dental, and vision insurance.
- Professional development opportunities and learning budget.
- Home office and IT budget.
- Supportive team environment.
Company Overview
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