Technical Support Specialist Jobs

Digonex: Dynamic Pricing Solutions
Who we are (the company):
Digonex is a leading provider of customized dynamic pricing solutions to clients in the arts & entertainment, attractions, cultural institutions, and tour operator sectors. Our technology is the result of almost two decades of research and development in pricing science. Our team of PhD economists utilizes dozens of variables to develop an automated and customized pricing solution for each client to accelerate revenue growth and achieve other critical strategic objectives. We are known for the effectiveness of our solutions, our “high touch” service model and our dedication to client satisfaction.
What you’ll do (the job):

• Document all support activity thoroughly in ticketing system
• Monitor the ticketing system, emails, and Slack channels and triage incoming requests from Digonex clients (or, commonly, from internal team members on behalf of clients)
• Create tickets for all requests arriving via non-ticketing channels
• Document support processes and identify opportunities for process improvement
• Assign non-technical requests to client services managers
• Assist the new client implementation teams with setup tasks
• Create templates for handling frequently occurring requests
• Troubleshoot and resolve any incidents requiring technical solutions
• Escalate issues to Development or Data Analysis teams as necessary, but with a goal of learning and increasing over time one’s ability to resolve issues without assistance.
• Maintain communications with internal Digonex stakeholders throughout the problem resolution process
• Monitor and follow up on issues requiring input or activity from a different team

What you’ll need (your skills):

• Identifying and resolving solutions to more difficult problems
• Possesses knowledge across a wide range of technical topics
• Python, Java, C# experience helpful but not required
• Communicates clearly and professionally, both verbally and in writing
• Linux experience preferred
• At least two years of experience supporting business systems that includes:
• Ability to perform in a fast-paced environment and patiently and effectively manage multiple workloads, priorities, and deadlines
• Strong interpersonal and relationship-building skills, conducive to team development
• Interaction with end users
• Genuinely enjoys customer service-oriented support
• Excellent problem-solving and analytical skills
• SQL experience preferred
• Supporting small to medium sized software systems

Additional information:

• For employees working remotely, occasional travel to Indianapolis may be required for internal meetings (travel expenses paid by the company). Planned frequency is approximately quarterly.
• H-1B visa sponsorship is not available for this position.
• This is a remote-eligible position for which we are interested in speaking with qualified candidates living anywhere in the United States; however, this position requires working US Eastern time hours. Candidates in the Indianapolis, IN area are welcome, but not required, to work from our headquarters office.

The Digonex culture carries at its heart the belief that, in order to succeed, a company must take risks, treat its people well, and give them the tools they need to win. Digonex has earned this valued reputation by setting high standards for excellence while creating a fun, exciting and innovative workplace, where every
individual is part of the team.
Founded in 2000, and a subsidiary of Emmis Communications Corporation since 2014, Digonex is a leading provider of dynamic pricing solutions across a variety of industry sectors including attractions (e.g. zoos, museums, theme parks), live entertainment, and sports teams. Because our employees are the key to our success, Digonex offers strong benefits and incentives, including health, dental, vision and life insurance and a 401(k) contribution plan.