Technical Support Leader Jobs

Job description:We are looking for technically skilled candidates with excellent interpersonal skills for the Technical Support Leader position. In this role, you will provision new customer accounts, troubleshoot technical issues, communicate status updates, provide timely customer assistance, and work with underlying carriers and vendors to ensure a high degree of external and internal stakeholder satisfaction.

This role requires the ability to communicate directly with customers via email and telephone calls, as well as create written documentation, requiring excellent written and verbal communication.

Overall Responsibilities:As a Technical Support Leader, your primary responsibility is to provide prompt, thorough technical assistance to both external and internal stakeholders. This includes provisioning new accounts, filling MACs (moves, adds, changes), answering questions, and troubleshooting problems with TextBetter software or underlying carriers.

Additionally, you will be responsible for directly communicating with underlying carriers and bringing issues/concerns to Stephanie Knapp that cannot be resolved satisfactorily; collaborating with vendors and internal team members to resolve service-impacting issues, and recommending necessary modifications to processes or software.

Technical Responsibilities:

· Responsible for provisioning TextBetter service for customers. This includes:

o Interfacing with various administrative internal systems that manage our messaging platform.

o Managing all aspects of The Campaign Registry (TCR), from user registration through approval; collaborating with stakeholders as required.

o Keeping up with changing regulatory requirements; conducting research to identify potential impacts of those changes and developing/implementing strategies to maintain compliance.

· Collaborate with programmers to explain errors and/or recommend modifications in programs.

· Collaborate with underlying carriers to resolve service-impacting issues.

· Collaborate with the broader TextBetter team and external vendors to research and resolve problems.

· Review daily & weekly reporting to ensure our platforms are operating at peak.

· Perform other related duties as assigned.

Customer Support Responsibilities:

· Responsible for all aspects of our internal ticketing system. This includes:

o Responding to stakeholder communications (calls, texts, emails, etc.), ensuring that service levels are consistently met.

o Executing requests for account adds, moves or changes (MACs), onboarding & training for new and existing customers, responding to billing questions, troubleshooting issues and other similar concerns.

· Identify, investigate, and resolve customer problems with TextBetter service.

· Consult with customers to determine steps and procedures taken to identify and resolve the problem.

· Applies knowledge of TextBetter service, including both the software and the underlying carriers, to solve problems.

· Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.

Required Skills/Abilities:

· Strong technical aptitude and a general understanding of basic html

· Ability to explain technical issues to technical and non-technical stakeholders.

· Strong analytical and problem-solving skills

· Advanced in MS Excel including Pivot Tables, VLOOKUP, INDEX/MATCH, and Data Tables

· Proficient with, or the ability to quickly learn, an array of hardware and software.

· Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Ability to troubleshoot across platforms.

· Intelligent urgency

Education and Experience:

· Bachelor’s degree in computer science or related field preferred.

· At least three years of experience in customer technical support is highly preferred.

Employee Requirements for a Workspace

· You will need a quiet, dedicated space to work in your home. You must have high speed internet. We will provide you with an IP phone and company computer. You will work 95-98% from your home office/office space. You may be asked to travel for a periodic company meeting. No other travel is required.

Job Type: Full-time

Benefits:

• Flexible spending account
• 401(k)
• Health insurance

Experience:

• Customer support: 1 year (Preferred)
• Technical support: 1 year (Preferred)

Work Location: Remote