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Tier 1 Support Specialist

Madison, WI
We are looking for a support guru who thrives on providing support through many different channels of communication – including: email, phone, chat, forums and social media. You’re a great match if you possess fantastic troubleshooting skills, are driven to help customers and have the ability to dive deep into a new product to learn it inside and out. 

Required:
 
  • Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
  • A strong sense of urgency
  • Ability to empower end-users to support themselves using our knowledge base
  • Having a passion for social media or web-based software
  • An appreciation for easy to use, intuitive software
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • A desire to constantly learn, master and teach

  • Experience/Skills Desired (but not required):

  • Basic knowledge of various mobile platforms including; iOS, Android, Windows Phone, Blackberry
  • At least two years of technical support experience
  • At least two years in a customer service role
  • Knowledge of HTML, XML, JavaScript or CSS Experience with RESTful API
  • Basic understanding of UNIX commands (for search, and other command line features) Intermediate understanding of authentication technology (SAML, JWT)
  • Basic understanding of how SaaS integrations work
  • Experience troubleshooting in a SaaS environment with an assertive deploy schedule
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