Technical Support Specialist providing customer care and technical support for Avidbots products. Continuous interaction with clients and resolution of technical issues in a hybrid work environment.
About the role
- Technical Support Specialist providing technical support and solutions for a digital marketplace in the alcohol industry. Collaborating with cross-functional teams and troubleshooting technical issues with clients.
Responsibilities
- Serve as a technical escalation point within the Support team; responsibilities include incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations
- Escalate and collaborate on complex issues with Engineering teams when necessary
- Efficiently address tickets related to our clients’ essential business functions, and maintain the ability to clearly communicate complicated technical issues and resolutions to both internal and external stakeholders
- Independently prioritize issues based on defined criteria
- Achieve team KPIs of a median Time to Resolution under 48 hours and First Response Time under 1 hour
- Escalate and collaborate on complex issues with Engineering for quick resolution when necessary
- Document customer interactions and resolutions accurately in our support ticketing system
- Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service
- Collaborate cross-functionally with Product, National Implementations, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings and industry trends, etc.
- Contribute to self-service internal and user documentation to enhance training resources
Requirements
- Past technical support experience at a SaaS company
- Experience with CRM software and technical tools such as Salesforce, Jira, Confluence
- Ability to triage and troubleshoot issues independently and efficiently
- Excellent organizational skills, verbal and written communication skills, and acute attention to detail
- An analytical mind and a passion for problem-solving
- An aptitude for explaining technical concepts to non-technical stakeholders
- Experience in the hospitality and/or alcohol beverage space is a plus.
Benefits
- Health, Dental, Vision, 401K with match, Commuter Perks, Long/Short Term Disability, Employee Assistance Program, Unlimited PTO and ½ day Fridays in the Summer.
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