Technical Support Specialist

• Serve as a technical escalation point within the Support team; responsibilities include incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations
• Escalate and collaborate on complex issues with Engineering teams when necessary
• Efficiently address tickets related to our clients’ essential business functions, and maintain the ability to clearly communicate complicated technical issues and resolutions to both internal and external stakeholders
• Independently prioritize issues based on defined criteria
• Achieve team KPIs of a median Time to Resolution under 48 hours and First Response Time under 1 hour
• Escalate and collaborate on complex issues with Engineering for quick resolution when necessary
• Document customer interactions and resolutions accurately in our support ticketing system
• Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service
• Collaborate cross-functionally with Product, National Implementations, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings and industry trends, etc.
• Contribute to self-service internal and user documentation to enhance training resources

• Past technical support experience at a SaaS companyExperience with CRM software and technical tools such as Salesforce, Jira, Confluence
• Ability to triage and troubleshoot issues independently and efficiently
• Excellent organizational skills, verbal and written communication skills, and acute attention to detail
• An analytical mind and a passion for problem-solving
• An aptitude for explaining technical concepts to non-technical stakeholders
• Experience in the hospitality and/or alcohol beverage space is a plus.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.