This position will be a key member of the Technical Delivery team for system integration projects.  Our clients implement many XML-based B2B APIs and we provide services and tools to help the implementation and testing of those APIs as they are rolled out to 3rd parties. 

This will be an integral role, providing technical and project support to software companies around the globe who are implementing new interfaces using our software platform.  It will ensure timely resolution of all inbound inquiries through data analysis, system testing, requirement reviews and other available tools for resolving issues.  It will also proactively monitor progress of each 3rd party project and report to clients.  This role is expected to continually grow and expand knowledge of supported integrations in order to improve our software platform, project set-up and ultimately to reduce inbound support tickets.

Day to day activities will include:

• Serve as the front line, technical support for incoming queries and issues coming from external software development teams related to any of our supported integration projects which are configured in the Motive Integrator platform
• Take ownership of all issues from initial report to final resolution
• Proactively monitor tickets including prioritizing, updating, escalating, follow-up and closing tickets to satisfy service level agreements and meet deadlines
• Record, track and document all problems including all actions taken, through to final resolution of problem.
• Evaluate documented resolutions and make improvements to integration requirements, testing configuration or platform in order to prevent future problems.
• Proactively contact 3rd parties to monitor status, resolve any roadblocks and ensure they are able to complete projects on time
• Train users on the Motive Integrator software platform
• Gather end-user project feedback in order to identify enhancement or process improvement opportunities
• Conduct online webinars to present technical requirements and conduct live system testing
• QA testing of all new integration projects to ensure accuracy of technical documentation and software testing tools. 
• Work with our product team to build new requirements for the Motive Integrator platform
• Project Status Reporting

Skills and Qualifications:

• Exceptional customer service skills
• Excellent written and verbal communication skills
• Effective problem solving and analytical skills involving troubleshooting everything from basic user issues to complex technical issues
• Proven ability to explain complex, technical topics to technical and non-technical users
• Comfortable with presentations and managing large multi-disciplinary web meetings
• Experience with XML and XSLT and XML tools such as Liquid XML, XML Spy or Oxygen
• Experience with B2B Web Services and tools such as SoapUI
• Experience with software development processes, testing and technical documentation
• Experience with relational database is desirable
• Strong critical thinking and analytical skills, very detail oriented
• Energetic, self-starter, interested and willing to learn
• Bachelor Degree
• Minimum of 5 years customer support or related experience

The Culture:

We’re a small but accomplished team making big waves in the global automotive industry.  We’re serious about what we do but we like to have fun too and work / life balance is critical.  We offer competitive compensation and benefits including profit sharing, 401K, health care, 13 paid holidays and 15 PTO days.  Our office is in Louisville, CO, nearby bus routes, lunch spots and convenient to Boulder and Denver.  If you like the sound of an organization where your opinion matters, your contribution is valued and you can be part of a team that doesn’t take itself too seriously, then we might be just what you’re looking for.