Technical Support Specialist

• 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

• 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

• Health insurance coverage
• life and disability insurance
• a retirement savings plan
• parental leave
• paid holidays
• flexible paid time off (PTO)
• 401K with match
• Commuter Perks
• Employee Assistance Program
• Unlimited PTO
• ½ day Fridays in the Summer