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Junior Application Support Specialist
Company | Decisions |
Address | Virginia Beach, VA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-06-08 |
Posted at | 1 year ago |
Description
Decisions is a fast-growing, private-equity-backed technology company that provides the only seamlessly integrated workflow and rules platform for business process automation. The Company is trusted by some of the most well-known and respected Fortune 500 companies and SMBs around the world including Pfizer, Rite Aid, Staples, and American Express. By using Decisions’ no-code BPM platform, customers across industry verticals are empowered with the ability to rapidly automate and transform their business processes, improve operational efficiency, and drive company results, regardless of technical skillset.
The Technical Support Specialist will be responsible for owning a caseload of customer support tickets and resolving issues presented through the recommendation of best practices, troubleshooting, or product training. Additionally, the Technical Support Specialist works closely with the Development and QA teams to identify, resolve and release fixes to product defects encountered. This is a communication-heavy role. Interested individuals must be comfortable getting on Zoom calls and utilizing other communication mediums to solve problems. This role requires the ability to write detailed documentation in order to maintain a comprehensive knowledge base. Ideally, the Technical Support Specialist will be engaged in thoughtful leadership, best practice development initiatives, and employee training.
Key Objectives
Objective #1: Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums.
Decisions is a fast-growing, private-equity-backed technology company that provides the only seamlessly integrated workflow and rules platform for business process automation. The Company is trusted by some of the most well-known and respected Fortune 500 companies and SMBs around the world including Pfizer, Rite Aid, Staples, and American Express. By using Decisions’ no-code BPM platform, customers across industry verticals are empowered with the ability to rapidly automate and transform their business processes, improve operational efficiency, and drive company results, regardless of technical skillset.
The Technical Support Specialist will be responsible for owning a caseload of customer support tickets and resolving issues presented through the recommendation of best practices, troubleshooting, or product training. Additionally, the Technical Support Specialist works closely with the Development and QA teams to identify, resolve and release fixes to product defects encountered. This is a communication-heavy role. Interested individuals must be comfortable getting on Zoom calls and utilizing other communication mediums to solve problems. This role requires the ability to write detailed documentation in order to maintain a comprehensive knowledge base. Ideally, the Technical Support Specialist will be engaged in thoughtful leadership, best practice development initiatives, and employee training.
Key Objectives
Objective #1: Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums.
- Schedule and coordinate meetings to review and solve customer issues.
- Maintain consistent communication with customers for open issues
- Take detailed notes and record events/problems in the appropriate knowledge base
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Learn to identify key error log messages, and the solutions they point towards.
- Take note of customer resources/tools and install and test them locally to aid in the troubleshooting endeavor
- Take detailed notes and record events/problems in the appropriate knowledge base
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Set up and lead targeted training sessions for customers on topics such as SSO, Oauth, Repository interaction, and others
- Building example projects to aid the customers in the learning problem-solving process
- Set up calls to walk customers through an end-to-end upgrade across both major and minor versions
- Pass on any customer feedback or suggestions to appropriate internal teams
- Test customer-reported bugs in the newest version of the product to determine if bugs need to be addressed.
- Identify problem points in the product for improvement in future releases
- Identify customer-reported bugs, and simplify them into a locally reproducible scenario for the core dev team to use as a solution metric.
- Paid Time Off (Vacation, Sick & Public Holidays)
- Wellness Resources
- Free Food & Snacks
- Short Term & Long Term Disability
- Life Insurance (Basic, Voluntary & AD&D)
- Training & Development
- Health Care Plan (Medical, Dental & Vision)
- Family Leave (Maternity, Paternity)
- Retirement Plan (401k, IRA)
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