Technical Support Engineer

Summary

Firstup is an employee experience, workforce communications, and technology company. The Technical Support Engineer manages customer questions, incidents, and bug or feature requests, handling low- to moderate-complexity support cases. The role involves diagnosing customer problems, managing support tickets, configuring customer systems, collaborating cross-functionally, and meeting case management and SLA goals.

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

Skills

• ● 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
• ● 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
• ● Familiarity with SaaS solutions is preferred
• ● 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

Qualifications

Must Haves

• ● 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
• ● 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

Nice to Haves

• ● Familiarity with SaaS solutions is preferred
• ● 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

Benefits

• Excellent PTO program
• Great health benefits
• A casual and friendly environment
• Remote work
• Leadership support for personal and professional growth