Accelo Tier II Technical Customer Support Specialist

Accelo is looking for a brainy, inquisitive and detail-obsessed Tier II level Technical Platform Specialist to join our Customer Success team. The Technical Platform Specialist will provide invaluable guidance, consultative technical support and industry expertise to our clients and our Customer Success team. Our future candidate has previous experience working in a client-facing technical service environment and values collaboration and organizational culture for their next role.

What You’ll Be Doing: 

• Providing outstanding technical support to customers and partners by answering and triaging technical support requests
• Serving as the internal go-to person for complex technical solutions 
• Troubleshooting issues, primarily but not limited to 3rd party integrations such as email, accounting platforms, and remote monitoring managers (RMM).
• Acting to triage complex issues to proper product managers and engineers
• Streamlining JIRA workflow by properly logging and ranking bug tickets and requested product enhancements
• Supporting and collaborating closely with members of the Customer Success team and also provide ticket, email and phone, and chat support directly to customers as needed, in partnership with Customer Success Managers 
• Providing technical guidance on how best to configure, improve and troubleshoot client accounts 
• Innovating on current processes and proactively create new processes to improve top-level support, turning custom work into repeatable solutions
• Serving as the subject matter expert for integrations (Quickbooks, Xero, Hubspot Outlook, GSuite, O365 etc)
• Partnering with Product Experts, Product Managers and Engineers on supporting new integrations and training Customer Success, Sales, and the Implementation teams on how to best use them
• Identifying training opportunities for clients and team members
• Acting as a trusted advisor and credible resource for internal teams on vendor platforms in the ecosystem (email, accounting, and remote monitoring)
• Owning, configuring, and testing accounts within all the available vendor platforms to provide a level of support and knowledge in our data end-points
• Translating vendor system requirements to internal teams for integrations and reporting purposes
• Constantly exposing yourself and the team to the ever-growing vendor ecosystem
• Participating in product and integrations testing prior to market release

What we’re looking for: 

• 3+ years experience in supporting a B2B SaaS product in a technical support role
• A “ticket-crusher!”
• Experience in a client facing ticketing support role, (ZenDesk, Zoho)
• Sharp technical aptitude, particularly supporting API’s, SQL, Kibana logging, XML and JSON support
• Comfort and familiarity interpreting JSON event logs
• You have strong commitment and desire to learn the ins-and-outs of a complicated technical product
• Working knowledge of issue triage and prioritization 
• Analytical thinking with great problem-solving skills. Someone who geeks out over hunting out inefficiencies and iterating over a solution
• Comfort researching and resolving issues with no previously-defined solutions
• Phenomenal communication skills. You know how to communicate technical ideas to non-technical people and are able to translate business problems into technical solutions. You also know how to give/receive good news, bad news, suggestions, and feedback
• A passion for educating others
• Ownership - You will never say “that’s not my job;” ability to wear multiple hats
• You have the ability to embrace a flurry of activity and have the presence of mind to have fun along the way
• Keen sense of urgency and the ability to prioritize problems, troubleshoot, and resolve issues.

About Accelo:

Accelo's mission is to help service businesses to succeed. We provide a SaaS business automation system for services businesses that streamlines all of their client work in one place, doubling their profitability and help their people get back to doing the work they love. We're venture-backed with around 100 staff in three offices around the world - San Francisco, Denver and Wollongong, Australia.

Our Values:

• We choose to Care and Serve
   
• We have Drive and Integrity
   
• We seek Fulfillment through our work.

Why you'll love working here:

• Get in on the ground floor of a growing company with a clear vision to scale in the Denver area!
   
• 360-degree views of the Rockies, city, and skyline from the 12th floor of a centrally located downtown office with a world-class gym and bicycle storage.
   
• Amazing benefits including fully covered individual healthcare, RTD EcoPass for convenient and environmentally conscious commutes, Friday social activities, and more!
   
• Kitchen stocked with snacks & drinks, a plethora of caffeinated options, and Friday catered lunch, just don’t blame us if you gain a pound or two :)
   
• A great team that enjoys, and is passionate about the work that they do.
   
• Accelo is committed to hiring a diverse workforce as it helps us make better decisions, succeed faster, and better serve our global clients.