Senior Technical Support Analyst

About the Role

SBT is looking for a Sr. Technical Support Analyst to support our company’s rapid growth. This role will be responsible for providing consultative text and payment support to our customers. At a minimum the ideal candidate will need to be an energetic, persistent customer advocate and problem solver who can translate customer needs into a plan of action.

Job duties include handling elevated and high-priority customer requests within a fast-paced environment, managing issues in collaboration with technical partners to ensure adherence to service level agreements (SLA). The successful candidate will be detail-oriented, self-motivated, adaptable, and focused in a high-energy environment

Key Responsibilities

Job SpecificDuties

• Resolve complex inbound customer support and technical questions, requests, and issues
• Deliver expert knowledge and level 2 technical consulting by phone, email, and chat
• Develop an expert level working knowledge of company’s products, structures, workflows platform features
• Take ownership and accountability of customer requests contributing to high level of CSAT
• Manage customer escalations with persistence and urgency
• Ensure customers receive the appropriate level of detail and follow-through
• Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s
• Manage queue of tickets, maintaining clear communication, internally and externally
• Maintain accurate and detailed records of customer interactions, action items, and file documentation
• Remain current on SBT platform releases, compliance updates, and changes in company policies
• Contribute to development of the SBT Knowledge Base
• Collaborate with management to effectively train and mentor junior staff members, as needed
• Initiate customer migrations, using the appropriate tools, process, and partnerships

Competencies & Experience

• 3+ years of applicable technical or customer support experience working in a Software-as-a-Service (SaaS) support or success capacity
• Multi-year experience with API/integration, webhooks, file process automation, network/systems, and/or Postman
• Comfort managing high-complexity, Level 2 production requests in a fast-paced environment
• Proven proficiency with data intensive research and technical problem-solving
• Experience working within an incident management framework
• Excellent detail-oriented, organizational, and time management skills
• Customer focus and adaptability to different personality types and situations
• Excellent verbal and written communication skills
• Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors
• Bachelor’s degree is preferred
• HubSpot, Salesforce, and Jira experience is desired
• Experience with texting and/or payment solutions is a plus

Compliance Duties

The Sr. Technical Support Analyst will also be a key supporter of compliant texting, including:

• Identifying non-conforming processes
• Promoting best practices in compliance with customers
• Staying current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements
• Adhering to the Company's Code of Conduct/Ethics
• Ensure the security of information

General Duties and Expectations

• Adhere to the Company's Code of Conduct/Ethics
• Create and maintain effective working relationships with other Company employees
• Ability to multi-task, prioritize, and manage time effectively
• Contribute to the professional culture within the office and the company overall
• Project a professional and appropriate company image in all dealings with clients, vendors, business partners
• Ensure security of information in all matters pertaining to company, customer, and partner
• Contribute to the overall professional culture

About Solutions by Text

Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Builton wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise textingsolutions in themarket. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX withremote teams and offices throughout the United States. 

Game-changing Technology Built for Growth

Solutions By Text (SBT) is changing the way highly regulated businesses engage, interact and transact with customers via their mobile devices. Since adding its first customer, SBT has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as part of the Inc. 5000 fastest growing companies as well as Best Places to Work, SBT continues to evolve and expand through the addition of great employees who desire an exciting, collaborative culture.

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.