Software Support Specialist (Level 2 support)

Pay Status and Classification: Exempt Regular Full Time

Supervisor Title: Support Manager Client Support

Work Location: Remote in New York or Texas. If in New York and local to company headquarters there are days the Software Support Specialist is expected to be in the office for company meetings.

The Software Support Specialist provides exceptional customer service to clients and possesses an aptitude for learning new software applications and their underlying technologies quickly and thoroughly. The Software Support Specialist is a highly technical individual who works cooperatively in a team environment and contributes to the growth and success of their clients their peers their department and the company.

Essential Duties and Responsibilities:

• Analytical and Technical Problem Solving: Identifies and resolves complex client issues by approaching an issue from multiple angles and testing possible solutions through a Quality Assurance (QA) or User Acceptance Testing (UAT) environment. Assesses error logs metrics user reports and screenshots to provide resolutions or data-driven recommendations of best practices to the end user and internal teams. Evaluates client data for possible discrepancies and diagnoses data issues using SQL queries. Reviews multiple possible solutions and strategizes the best solution to present to the customer.
  
• Technical and How-to Support: Determines and resolves document functional issues errors and configuration changes within browser-based software applications. Utilizes tools such as DevTools Developer Edition Kibana and Structured Query Language (SQL) to diagnose and document underlying errors related to front-end or data-specific software issues. Facilitates technical support to end-users via phone or screen sharing to resolve issues efficiently.
  
• Documentation and Bug Reproduction: Determines comprehensive steps to reproduce and annotate screenshots of discovered bugs for an efficient hand-off between departments. Ensures the bug resolution process is thorough with quality documentation of existing versus expected functionality working with cross-team members to confirm software behavior as part of the troubleshooting steps. Maintains and expands internal documentation via thorough note-taking on completed cases.
  
• Product Knowledge and Education: Stays current with the dynamic product suite that has quarterly releases of new features and products. Applies updated product knowledge when solving technical difficulties ensuring seamless support for the clients. Proactively seeks opportunities to enhance product knowledge through provided training videos internal documentation and hands-on experimentation. Collaborates closely with cross-functional teams including development QA and DevOps to facilitate the knowledge transfer of issues documented with existing or emerging technologies.
  
• Internal Collaboration: Ensures client issues faced during onboarding are resolved efficiently and to completion in partnership with the Service department. Collaborates with the DevOps team on reporting and facilitating performance/infrastructure-based issues that require server review. Thoroughly communicates possible trending client issues to the Development and QA departments to ensure both departments are equipped with all gathered information on the presenting issue.
  Other duties and projects as assigned.
  

Required Skills/Abilities:

• Excellent communication and interpersonal skills with the ability to interact with internal teams external clients and stakeholders.
  
• Ability to manage multiple support cases while maintaining quality and response time goals.
  
• Exceptional analytical skills to detect patterns diagnose root causes and suggest enhancements for software and user experience.
  
• Ability to work effectively independently and as part of a collaborative team.
  
• Excellent organizational skills and attention to detail.
  
• Proficiency in using a Customer Relationship Management system (CRM)/ticketing software to track manage and provide updates on existing client issues.
  

Experience:

• 2 years of experience supporting Software as a Service (SaaS) products.
  
• 2 years of experience in a technical support position providing phone and screensharing-based support to clients.
  
• Thoroughly demonstrated knowledge of a variety of diagnostic tools including SQL DevTools Kibana and
  
• Remote Desktop Protocol (RDP) applications.
  
• Basic troubleshooting experience with Application Programming Interface (APIs) the Active Directory (AD) with Security Assertion Markup Language (SAML) and Single Sign-On (SSO).
  

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
  
• Must be able to lift up to 15 pounds at times.
  

Compensation: Salary is established based on various factors including but not limited to prior employment history/job related knowledge education and training skills and geographic location. These factors are taken into consideration during the employment offer process.