Technical Application Support Specialist

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.

• Take detailed notes and record events/problems in the appropriate knowledge base
• Maintain consistent communication with customers for open issues
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Schedule and coordinate meetings to review and solve customer issues.

Objective #2: Perform remote troubleshooting of customer issues over web meetings and email.

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Learn to identify key error log messages, and the solutions they point towards.
• Take detailed notes and record events/problems in the appropriate knowledge base
• Take note of customer resources/tools and install and test them locally to aid in the troubleshooting endeavor

Objective #3: Train customers on the use of Decisions.

• Set up calls to walk customers through an end-to-end upgrade across both major and minor versions
• Building example projects to aid the customers in the learning problem-solving process
• Set up and lead targeted training sessions for customers on topics such as SSO, Oauth, Repository interaction, and others

Objective #4: Investigate, test, and submit product defects to the engineering team for redress.

• Pass on any customer feedback or suggestions to appropriate internal teams
• Identify customer-reported bugs, and simplify them into a locally reproducible scenario for the core dev team to use as a solution metric.
• 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

Benefits

• Family Leave (Maternity, Paternity)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Retirement Plan (401k, IRA)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Free Food & Snacks
• Health Care Plan (Medical, Dental & Vision)