As a Technical Support Specialist at Ombud, you will be responsible for providing advanced technical support to our clients. You will be our front-line, interacting directly with our customers. You’ll field questions, troubleshoot, and conduct live demos/ trainings. Ideal candidates will provide the highest level of service, demonstrating extreme willingness to solve problems, provide best practices, and go above and beyond for our clients. As a very customer-centric organization, our clients love our platform and our support team equally. As a result, the majority of our client interactions are quite positive, yielding very rewarding and meaningful relationships. Do you have the compassion and the drive to help us build a game-changing customer success team?

What you’ve done:

• 2+ years of experience in a technical customer support role, preferably within a technical or SaaS company
• Proficiency with a ticketing technology platform, Zendesk preferred
• Previous experience working with defined operating protocols, systems processes, and service level agreements (SLA)
• Strong technical skill set with experience in procedural and functional programming
• Shell Scripting in JavaScript, Perl, Python or Ruby
• Relational database experience
• Analytics reporting with SQL expertise
• Experience with third party integrations, including Single-Sign-On, Salesforce, RESTful APIs
• Proven critical thinker with the ability to interface with various internal support partners to derive solutions
• Active listener who seeks to understand the root cause of issues and understand the "why" behind the issue
• Effectively communicate with both technical and non-technical people
• Persistent work ethic with a positive, team player mentality
• A sense of urgency and a satisfaction from going above and beyond to provide solutions
• Bachelor’s degree preferred

What you’ll do:

• Within your first 90 days, you’ll complete the 90-day customer success analyst training and benchmarks
• Maintain a high customer satisfaction score
• Effectively translate customer needs/problems into solutions or internal support plans of action
• Review workload diligently to stay ahead of customer expectations and in accordance with established service level agreements
• Identify production issue trends and manage appropriately within escalation path 
• Maintain continual awareness of new products as they are introduced
• Live by and champion our values: Integrity, Thought Leadership, Willingness, Ambition, Reliability
• Assist with technical aspects of successfully on-boarding new customers
• Identify what needs to be done, and find ways to make it happen
• Proactively find ways to upskill, train and build new processes and efficiencies for the betterment of the entire support team
• Be fearless in voicing your opinions and thinking critically to improve our business

Ombud Values IT WAR:

• Integrity: Total trust in the team; striving for what is good and right
• Thought Leadership: Mediocrity is not the fail-safe; aptitude and desire to continue learning
• Willingness: Prompt to act or respond; contribute outside of your job description
• Ambition: Self-Starter that doesn’t wait for things to happen, Focus and Drive to accomplish something great; relentless pursuit of opportunity  
• Reliability: Perform consistently well; dependable  

What Ombud Offers You:

• A culture that fosters career development and values working together as a team
• Employee Stock Option Plan – our employees are owners
• Full Benefits, including:  Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical, RTD Eco-Pass
• Downtown Denver working environment

Ombud is proud to be an equal opportunity employer. All employment decisions at Ombud are based on merit, competence, and business need. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, ancestry, national origin, genetic information, disability, marital status, military service, or any other status protected under federal, state or local law. We are committed to building a diverse team and fostering an inclusive and entrepreneurial work environment.