Technical Support Representative 2

Position Title: Technical Support Representative 2

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Team

Date: July 2024

Schedule: 9:00 PM - 6:00 AM PHT

Summary:

Provide support for our SaaS product offerings to our customers via phone, email, and issue management systems. Help customers troubleshoot issues. Work with the development team to recreate issues and test fixes. Manage support calls from beginning to end to ensure high-quality customer experiences. Create documentation for customers and support staff.

Responsibilities:

• Correspondence via phone, email, and ticketing system

• Troubleshoot application, data and process issues with step-by-step instructions to reproduce and fix errors

• Self-managed and independent worker, able to work with little supervision. Work independently and in a team

• Ability to clearly and concisely summarize technical issues, search appropriate documentation and ticket history for solutions and apply them to new tickets

• When required, document troubleshooting steps for a clean hand off to higher tier engineering teams

• Ensure high-quality customer experiences through excellent communication and follow-through. Read and write product/technical documentation

• Able to empathize with customers experiencing issues. Able to prioritize and escalate issues to the development team. Able to speak to both business and technical audiences

• Training of customers on application use, functionality, data quality and reporting and help them resolve application issues

• Create training materials and document solutions to incidents as they arise

• Able to learn quickly

• Familiar with cloud technologies. Azure preferred

• Scripting or programming experience is desirable, particularly SQL and TSQL queries for Microsoft SQL Server

• Desire to take on additional responsibilities

• Will need to become knowledgeable on Texas Property Tax Code

Qualifications:

• Fifth-year college or university program certificate, or two to four years of related experience and/or training

• Equivalent combination of education and experience

• Technical schooling or experience in software development, database analysis, or query writing preferred

• Excellent written and spoken English (at least US high school equivalency)

• Proficient in reading and writing documentation and ticket correspondence in English

• Ability to add, subtract, multiply, and divide two-digit numbers

• Capable of performing operations using units of American money, weight measurement, volume, and distance

• Strong problem-solving and investigation skills

• Ability to think deeply and creatively to solve novel problems

• Competence in solving practical problems with limited standardization

• Ability to interpret various forms of instructions (written, oral, diagram, schedule)

• Working knowledge of SQL Server queries (including writing select statements, simple joins, and logical conditions)

• Scripting or programming experience is a plus

• Proficient with development software, Microsoft Office Suite (Word, Excel, PowerPoint, Access, Publisher, Outlook), Word Processing software, and Windows 10

• Experience with order processing systems