Technical Support Specialist
| Company | Filevine |
|---|---|
| Location | Salt Lake City, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers.
- A love for problem-solving, troubleshooting issues, and a strong drive to learn new technologies.
- Ability to work with new technologies and assimilate information rapidly.
- 1-3+ years experience in Customer Support or similar customer service/technical support role.
- College graduate with a technical degree or equivalent hands-on experience is preferred.
- Ability to self-manage a dynamically changing workload, and work in a fast-paced environment and prioritize work according to customer impact or severity.
- A strong desire for growth and career advancement.
- Ability to work in-office at our Sugarhouse location.
Responsibilities
- Work directly with customers to investigate and resolve technical issues, usually over live video call or email.
- Learn and gain exposure to all of our tools to become a product knowledge expert and develop the skills necessary to grow your career with us.
- Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization, and truly provide our clients with the best experience.
- Communicate up-sale opportunities with the Sales Department.
- Work with Product Owners to help them understand customer needs.
- Meet with Customer Success and Account Managers to share feedback to understand customer feedback and improve relationships.
- Help the Training team identify where customers may need more targeted or thorough training.
- Assist the recruiting and HR teams by shaping Support team onboarding procedures.
- Participate in special projects to gain a more well-rounded understanding of our organization, such as beta testing new features and shadowing other teams.
- Develop and maintain resources by writing internal knowledgebase articles, recording tutorials, contributing to the continuous improvement of our Support site, training other client-facing teams on basic troubleshooting steps, and presenting in company meetings about updates to Support processes or tools.
- Contribute to the Customer-for-Life culture by bringing fresh ideas, strong opinions, and a passion for the customer experience.
Preferred Qualifications
- College graduate with a technical degree or equivalent hands-on experience is preferred.