Provides technical customer support for low- to moderate-complexity cases, incidents, bugs, and feature requests. Responsibilities include troubleshooting, reproducing and diagnosing issues, root cause analysis, ticket and SLA management, customer communication and education, system configuration, documentation, and cross-functional escalation. The role also requires product expertise and proficiency in at least one technical area such as SQL, web technologies, email deliverability, CRM systems, or APIs.
Who We Are
At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology.
Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
The Technical Support Engineer primarily works on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low – moderate complexity and be able to manage your own priorities.
Responsibilities:
● Become an expert in the product.
● You should have an IT related degree, several years of professional experience, and a passion for solving problems.
● Familiarity with SaaS solutions is preferred.
● Proactively manage and respond to support tickets.
● Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day.
● Understand, interpret, reproduce, and diagnose customer problems.
● Perform Root cause Analysis.
● Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.
● Teach solutions to customers.
● Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system.
● Experience previously working with customers is essential.
● Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary.
● Configure customer systems to meet requirements.
● Meet individual case management and SLA Goals.
● Operate as a subject matter expert in at least one product area.
Minimum Qualifications:
● Bachelor’s Degree in Information Technology, or similar field of study, or commensurate professional experience.
● Three or more years of customer service experience.
● Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
● Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. V07052023 1 MONTGOMERY STREET, SUITE 2150 | SAN FRANCISCO, CA 94104 | FIRSTUP.IO
● Ability to communicate effectively with customers.
● Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
● Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS,XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs
Why Firstup?
Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.
If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.
We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.
Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.
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