Technical Support Analyst at FieldStack Technical Support Analyst at FieldStack in cape elizabeth, Maine Posted in about 15 hours ago.

Type:

full-time As a Technical Support Analyst, your primary responsibility is to ensure an excellent client experience. In this position, you will ensure client satisfaction by resolving issues and being the voice of the client to internal teams. You will work with clients to ensure they are utilizing the FieldStack application to its fullest extent. You will be a FieldStack subject matter expert and quickly establish close relationships with clients, product management, and product development. On-Call Hours required. We are growing and are seeking creative problem solvers to join our team. You'll handle a variety of responsibilities spanning hardware, software, database, and web work.

Essential Functions:

Perform direct client support via telephone, ticketing system and email Be the first technical interface between FieldStack and our clients Understand and define the problem statement and scope of client concerns Promptly communicate with clients and internal stakeholders to resolve technical issues and close support tickets Understand product functionality and drive client focused solutions Own technical issues and resolutions, collaborate with the development team when necessary Utilize patience, good listening skills, clear and concise terms, and respectful communication to coach clients through processes and help develop confidence in the product/service Function as an independent producer, but also work effectively and collaboratively as part of the fast-paced team Participate in on-call rotation for after-hours support emergencies (the following Tuesday after an on-call week will be granted as PTO) Regularly create and maintain documentation Contribute to the department attainment of organizational objectives and high client satisfaction Record time tracking for case management Other duties as assigned

Knowledge, Skills, Abilities:

Minimum of 1 year experience in a product support, development or troubleshooting capacity, SaaS experience preferred Operational experience with performing SQL commands using SSMS Experience with HTML and CSS preferred Experience with various operating systems preferred, Windows required Experience troubleshooting hardware, personal computer, and application issues Retail experience is beneficial Experience building reports from SQL data is helpful Excellent verbal and written communication skills Excellent interpersonal and customer service skills Excellent organizational skills and attention to detail Excellent time management skills with a proven ability to meet deadlines Strong analytical and problem-solving skills, including lateral thinking and the ability to use several techniques and approaches when finding solutions. Ability to prioritize tasks Thorough understanding of, or the ability to quickly learn about, the product Proficient with Microsoft Office Suite or related software

Education and Experience:

Bachelor's degree in related field, which may include Computer Science, Business, or Engineering preferred, but equivalent work experience in lieu of a degree will be considered

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance