Software Support Specialist
Software Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview of the Role
Steppingblocks brings big data analytics to higher education with rich data and interactive visualizations. We enable students to make data-driven efficient decisions regarding their education and career journeys. We also help university administrators better understand outcomes for their graduates to better modify curricula for demanded skills engage with employers/alumni and report to relevant stakeholders.
This position serves as the lead technical resource across all customer-facing areas of the company. You will own the support process from receipt of issues through resolution manage all tasks related to onboarding new customers perform quality testing investigate potential problems proactively and create documentation and training materials. This requires excellent communication skills technical knowledge multitasking and organization abilities and attention to detail. The right candidate will have a strong background in technical support and customer success with the capability to manage competing priorities in a fast-paced high-growth SaaS startup environment.
Primary Responsibilities
Manage the internal technical support process end-to-end including triaging incoming support tickets clarifying issues with engineering and product teams communicating expected resolutions to customers and closing tickets.
Lead all customer onboarding and implementation tasks such as portal setup customizations account investigations university catalog uploads and any other integration needs.
Perform quality assurance testing on applications by executing test plans before major releases and bug fixes. Log and track all test results.
Proactively investigate potential customer issues and validate reported problems by reviewing FullStory session replays.
Create maintain and improve the knowledge base by writing technical support articles and documentation on products features implementations troubleshooting and frequently asked questions.
Required Qualifications
Bachelors degree in computer science information technology or related field
2 years in a technical support or customer success role
Excellent verbal and written communication abilities
Strong analytical and troubleshooting skills
High attention to detail and organization
Knowledge of QA testing processes and documentation
Ability to self-manage and prioritize effectively in a fast-paced environment
Comfort learning new systems and technologies quickly
Preferred Qualifications
Experience with SaaS applications and edtech products
Familiarity with knowledge base platforms and technical writing
Perks
Unlimited PTO
Great medical dental and vision benefits
Professional development stipend
Employment Type
FULL_TIME
