Technical Support Specialist
Posted on 12/10/2022

51-200 employees

Ad technology platform
Company Overview
Koddi's mission is to forge a better path through integrity, insights, inclusivity, and innovation.
Austin, TX, USA • Siloam Springs, AR, USA
Experience Level
Desired Skills
  • Utilize Salesforce to provide timely troubleshooting and resolution for tickets
  • Collect information and document bugs (in Jira) for engineers and escalate appropriately based on the impact to the client
  • Using technical skills to investigate issues within any of the Koddi platforms or system issues
  • Triaging and prioritizing all support issues with technical teams (R&D, Project Management, Product, Operations) and work closely with internal teams to plan releases and ensuring quality of issue resolutions once resolved
  • Working closely with our Koddi Account Management teams to identify issues in the platform and back end technology
  • Create internal process/ troubleshooting documentation so that common or emerging issues can be addressed/looked into before they become serious or widespread
  • Participate in weekend and holiday on-call rotation
  • You have at least 2 years of experience in a customer support role providing technical support in a SaaS organization
  • A technical support enthusiast with strong troubleshooting skills and an ability to navigate through multiple product environments
  • You are familiar with CRM systems and support practices (Zendesk, Salesforce, etc.)
  • You have a well-developed track record with database knowledge and SQL querying
  • You have a basic knowledge of Excel data manipulation (i.e. pivot tables, vlookups)
  • You have a baseline technical skills in APIs and using Postman Collections and Runner to make API calls
  • You have excellent analytical, problem solving, oral and written communication skills
  • You desire to be a part of a fast paced and high energy work culture where you may need to multitask
  • You enjoy problem solving and display an eagerness to learn new technologies/skills
  • You rely on researching and troubleshooting skills when presented with an unfamiliar or undocumented technical issues
  • Desire to grow into a leader in the future
Desired Qualifications
  • You have experience automating processes and familiarity with retool is a plus
  • AWS or other cloud experience is a plus