Technical Support Specialist

About the Job

Schedule Engine is looking to hire Technical Support Specialists who pride themselves on providing world-class client experiences.

As a technical support specialist, you love being the front-line contact and #1 support for our clients.

You are able to quarterback supporting our clients from your first interaction through to completion with style and grace. You are the client’s friend, mentor, liaison, information provider, and overall right-hand throughout their relationship with Schedule Engine.

While this role will primarily maintain normal office hours, given the on-call nature of support, we expect employees to be flexible and open to address issues outside of normal office hours.

Key Responsibilities

• Support clients throughout their lifecycle with Schedule Engine.
• Manage a rotating roster of concurrent client relationships, each at a different stage of development and subscribed to different product bundles.
• Work with production computer servers and workstations.
• Document and maintain client records, particularly with regards to support requests.
• Understand client use cases and provide expertise on how Schedule Engine can be leveraged to meet and exceed their goals.
• Assess the need for software feature enhancements and document as needed; partner with product and development teams as the voice of the customer.
• Document development tasks/bugs and share requirements and for the development/product team.
• Participate in daily agile standup meetings, sharing status of client implementations as they pertain to development team workload.

About You

• Strong verbal and written communication skills.
• Exceptional presentation and facilitation skills.
• High level of attention to detail and process minded.
• Ability to be assertive, proactive and self-motivated.
• Creative problem-solving skills.
• Experience in a Support / Implementation / Account management role at an enterprise software or SaaS software company; alternatively, experience working for contractor home services, such as HVAC, Electrical or Plumbing trades in managerial or supervisory role.
• Expertise with databases, networks, and operating systems.
• Fundamental business knowledge that helps you better understand our clients’ needs and our business priorities.

Specific Requirements

• Technical skills/experience: Microsoft SQL Server, Windows Server operating systems, Networking, VPN, & firewall configuration, Remote connection technologies (RDC, RDP, LogMeIn, etc), Javascript & HTML
• Proven customer support, client service, or direct client-facing experience and skill.
• Hungry to be part of something new, innovative and industry-changing - understanding the work and focus that requires.
• Strong contact handling skills across phone, live chat, and email is essential, including active listening, grammar, spelling, and typing speed.
• Familiarity with CRM systems and practices.
• Customer-oriented, with an ability to adapt and respond to different personalities.
• Excellent communication and presentation skills. Ability to multitask, prioritize and manage time effectively.
• Completed 2+ years of college or university (BA preferred).
• *Bonus points if you have experience in the home services space.