Technical Support Specialist

ZipRecruiter; Virginia Beach (VA); On-site; USD 50,000 - 80,000; Full time

Job summary

A leading technology company in Virginia Beach is seeking a Technical Support Specialist to manage customer support operations and enhance user experiences on their no-code automation platform. This role involves troubleshooting, training customers, and collaborating with internal teams for product improvements. The ideal candidate will have a strong technical background, a customer-oriented mindset, and excellent communication skills.

Qualifications

• Degree in a technical field or equivalent experience.
• Strong written and verbal communication skills.
• Customer service oriented problem-solving skills.

Responsibilities

• Manage customer support tickets and resolve issues.
• Train customers on the use of Decisions platform.
• Investigate and report product defects to the engineering team.

Skills

Problem-solving

Communication

Technical thinking

Customer service

Education

A.S./B.S./B.A. in Engineering, Computer Science, Information Systems, Mathematics

Job description

Job Description

Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.

The Technical Support Specialist will be responsible for managing a caseload of customer support tickets and resolving issues through best practices, troubleshooting, or product training. The role involves close collaboration with Development and QA teams to identify, resolve, and release fixes for product defects. This position requires excellent communication skills, including video calls and other communication channels, and the ability to write detailed documentation for a knowledge base. The ideal candidate will also engage in leadership, best practice development, and employee training initiatives.

This position is on-site at our HQ in Virginia Beach, VA.

Key Objectives

1. Serve as the first point of contact for customers seeking technical assistance via phone, email, chat, and other mediums.
2. Schedule and coordinate meetings to review and resolve customer issues.
3. Record detailed notes and document events/problems in the knowledge base.
4. Maintain consistent communication with customers regarding open issues.
5. Guide clients through troubleshooting steps via phone, email, or chat until issues are resolved.

Objective #2: Perform remote troubleshooting of customer issues over web meetings and email.

• Take detailed notes and document events/problems in the knowledge base.
• Escalate unresolved issues to appropriate internal teams, such as software developers.
• Install and test customer resources/tools locally to assist troubleshooting.
• Identify key error log messages and their solutions.

Objective #3: Train customers on the use of Decisions platform.

• Create example projects to facilitate customer learning and problem-solving.
• Lead targeted training sessions on topics like SSO, OAuth, repository interaction, etc.
• Guide customers through end-to-end upgrades across major and minor versions.

Objective #4: Investigate, test, and report product defects to the engineering team.

• Relay customer feedback and suggestions to internal teams.
• Identify areas for product improvement in future releases.
• Test reported bugs in the latest version to determine if they need fixing.
• Simplify customer-reported bugs into reproducible scenarios for developers.

Specialized Experience

• A.S./B.S./B.A. in Engineering, Computer Science, Information Systems, Mathematics, or related technical fields, or equivalent experience.
• Technically minded and logical thinker.
• Problem-solving oriented with a customer service focus.
• Willingness to learn and follow instructions.
• Strong written and verbal communication skills, capable of internal and client-facing communication.