Technical Solutions Engineer/Technical Support

| Greater Boulder Area
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We’re a rapidly-growing, fast-paced SaaS company based in Boulder, Colorado. Our brand new, modern, open-concept office is located just off 36 and Foothills Parkway and houses some of the smartest and hardest working people not only in the industry but, in the tech space. At our core, we’re a software company, but our people make the difference.

Who we are

We’re a tight-knit group with a “work hard, play hard” mentality. We love dogs (we’re a dog-friendly office!), skiing, hiking, and getting active outside in our amazing surroundings (we’re pretty big on work-life balance).

We love office socializing, sporadic in-depth conversations, and have the utmost respect for one another. We also appreciate a cold beer from our in-office kegs or venturing over to Upslope brewery just down the street.

Today we have over 500 clients worldwide and boast a 97% customer retention rate. With the energy of a startup, but the stability of an established business, we’re shaking up the contact center industry and are looking for smart, hardworking people to take us to the next level.

We’re looking for people who:

Are flexible and open
You may have the title of Marketing Coordinator, but you might be pulled into brainstorms or asked to help in areas outside your usual wheelhouse. We work in small teams and it’s an all hands-on deck environment.

Share ideas
Even if this is your first role in the SaaS world, you bring a unique perspective to the table. Don’t hold back! We look to individuals to share ideas and take ownership of tasks. This isn’t a show-up and punch the clock kind of place.

Ask questions
SaaS can be a confusing world and we’re an innovative place, constantly pushing our technology and features to do more. Learning the technology and the why or why not behind it is important for every member of the company.  

 

We offer
Competitive salaries, comprehensive benefits, high matching 401k, wellness benefits, generous paid time off, and a casual yet demanding and fast-paced work environment. Our “pay-for-performance” programs reward rockstar achievements and intellect. We also offer reimbursement for relevant continuing education, conferences, and skills development.

 

Technical Solutions Team’s Statement of Values: The Technical Solutions Team is responsible for all customer-facing concerns as they relate to the technical aspects of the platform. This includes frequently asked questions, troubleshooting, interdepartmental escalations, internal support, and customer communications. The Technical Solutions Team’s first priority is always customer satisfaction.  Customers reach out to us when they have questions or run into issues with our services, and at the end of every interaction our first concern is if we helped the customer to a solution.

About the role.  Provides support and a central point of contact for all Connect First Customers. Responds to inquiries and requests for assistance with Connect First applications. Identifies, analyzes, troubleshoots and resolves problems with the aim of satisfying the customer’s need, eliminating recurrences and by reducing calls and support tickets to the Help Desk. Coordinates with other departments to resolve problems if necessary.

Duties and Responsibilities.

  • Problem analysis and resolution

  • Tier 1 support of Connect First’s custom applications.

  • Logs all help desk calls or email requests into the Online Support System and updates problem profiles.

  • Analyzes and resolves problems with a goal of First Call Resolution and single agent resolution.

Direct Help Desk Requests

  • Processes Toll Free RespOrg Transfers.

  • Processes Letter of Authorizations for telephone numbers.

Problem prevention

  • Investigates causes and tests solutions to reduce calls and tickets to the help desk.

  • Works to eliminate recurring problems and reasons to call.

  • Promotes effective use of technology.

  • Watches for trends that indicate potential problems and then eliminates the problems before they happen.

Customer Service

  • Thinks of the customer as the most important part of the job.

  • Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.

  • Promotes a professional help desk image and sells the value of the help desk.

  • Understanding help desk priorities and objectives and taking an active role in accomplishing these objectives.

Participates with other Connect First groups

  • Reviews upcoming changes with the goal of knowing what is going into production.

  • Passes feedback from customers on to the Development group.

Communication

  • Keeps peers and customers informed of significant problems, unexpected delays and anything new in the environment.

  • Keeps customers informed of global problems, scheduled downtime or anything that affects the application environment.

  • Keeps customers informed of progress on problems that cannot be resolved on first call.

Training

  • Keeps current on all applications used in the environment supported.

  • Takes training that continues to develop interpersonal skills.

Required Qualifications.

Experience/Skills.They must have one-year work experience in a technical support function that is customer service oriented. Candidate must demonstrate knowledge and abilities in the following:

  • Focus – The ability to remain focused on what is important to the business despite distractions. Commitment to team/department/company; understanding the help desk’s role in the company.

  • Problem Solving – The ability to identify and resolve problems quickly and effectively. Understands entire process from logging to informing customer solution is in place; knows when to escalate.

  • Proactive Thinking – The ability to take initiative to make improvements. Anticipate customer needs; looks for ways to make things better for the customer, to eliminate recurring problems, calls, is constantly learning.

  • Communication – Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification of requests. Responds well to questions. Ability to interact and communicate clearly in English with people over the telephone, often in stressful situations. Writes clearly and informatively. Edits work for spelling and grammar.

  • Customer Skills – The ability to interact with customers in a polite and professional manner. Regards customer as most important part of job; respectful of customers and manages difficult or emotional customer situations. Responds promptly to customer needs and requests for service and assistance.

  • Professionalism – Uses time efficiently. Approaches others in a tactful manner. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions.

  • Teamwork - Contributes skills and capabilities to achieve the team’s goals. Is receptive to new ideas, builds strong working relationships and values diversity. Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives.

  • Flexibility - Performs tasks, responding to changes in direction and priorities. Accepts new challenges, responsibilities and assignments.

  • Team/Company Fit – Always on time; enjoys working in a very casual environment in terms of relationships and communication; willing to work over time.

  • Technical – The ability to learn technical product information quickly and accurately.

Physical Demands.

While performing the duties of this job, the employee is required to sit and stand; lift up to 50 pounds; use hands to type on keyboard and use a mouse; reach with hands and arms; talk and hear. Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment.

While performing the duties of this job, the employee will have a cubical exposed to normal noise level in the work environment.

Work Hours**

  • A 40 hour work week is scheduled. Support hours for the help desk are currently between 6:00 AM and 7:00 PM MST.  The current schedule is 8x5 or 10x4 shifts including one weekend day worked with one weekday off.

  • Support team members are required to be on call after their 90-day training period. This involves a rotating evening, overnight and weekend schedules.

  • ** Support hours and shifts will evolve as Customer needs require. A minimum of two weeks’ notice will be given to allow for schedule changes.

Area Security Access.

A security clearance is not required.

Application Process. Please apply by submitting your resume & a cover letter. In your cover letter please tell us: Your favorite or most satisfying experience solving a problem – either personally or professionally.  This can be short and sweet. Submissions without this simple little anecdote will be passed to the back.

We look forward to hearing from you!

The Connect First Crew

 

Connect First is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

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Location

2545 Central Ave., Boulder, CO 80301

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