Junior Technical Application Support Specialist

Role Summary

Decisions is a fast-growing, private-equity backed technology company that provides the only seamlessly integrated workflow and rules platform for business process automation. The Company is trusted by some of the most well-known and respected Fortune 500 companies and SMBs around the world including Pfizer, and Staples. By using Decisions' no-code BPM platform, customers across industry verticals are empowered with the ability to rapidly automate and transform their business processes, improve operational efficiency, and drive company results, regardless of technical skillset.

The Technical Support Specialist will be responsible for owning a caseload of customer support tickets and resolving issues presented through the recommendation of best practices, troubleshooting, or product training. Additionally, the Support Specialist works closely with the Development and QA teams to identify, resolve and release fixes to product defects encountered. This is a communication-heavy role. Interested individuals must be comfortable getting on Zoom calls and utilizing other communication mediums to solve problems. This role requires the ability to write detailed documentation in order to maintain a comprehensive knowledge base. Ideally, the Support Specialist will be engaged in thoughtful leadership, best practice development initiatives, and employee training.

This is an application support position. Members of the support organization will directly engage in application support with front end users as well as internal stakeholders troubleshooting and diagnosing application and infrastructure issues.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums.
• Perform remote troubleshooting of customer issues over web meetings and email.
• Train customers on the use of Decisions.
• Investigate, test and submit product defects to engineering team for redress
• Schedule and coordinate meetings to review and solve customer issues.
• Take detailed notes and record events/problems in appropriate knowledge base
• Ensure the customer experience remains positive throughout the lifecycle of their support interactions
• Pass on any customer feedback or suggestions to appropriate internal teams
• Identify problem points in the product for improvement in future releases
• Deep diagnosis of customer issues, including local reproduction and decisions code analysis.
• Quantify Customer Impact and prioritize solutions both within and external to the support team
• Develop Support processes, tools and documentation to further grow the support organization
• Limited on-call / out-of-hours support for weekends / holidays
• Other duties not outlined above as assigned by team leads and other company leadership

Qualifications

• Strong experience supporting an international customer base
• Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
• Very strong interpersonal skills and the ability to build relationships with stakeholders, including staff, board members, external partners, and donors.
• Expert-level presentation, written, and verbal communication skills.
• Demonstrated proactive approaches to problem-solving with strong decision-making capability who is emotionally mature.
• Highly resourceful team-player, with the ability to also be extremely effective independently.
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
• Demonstrated ability to achieve high-performance goals and meet deadlines in a fast-paced environment.
• Basic understanding of SQL databases a plus
• Able to work as part of a geographically dispersed global Support team