Technical Support Specialist

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 Technical 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 video 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 Technical Support Specialist will be engaged in thoughtful leadership, best practice development initiatives, and employee training.

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

Key Objectives

Objective #1: Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums

• Schedule and coordinate meetings to review and solve customer issues
• Take detailed notes and record events/problems in the appropriate knowledge base
• Maintain consistent communication with customers for open issues
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

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

• Take detailed notes and record events/problems in the appropriate knowledge base
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Take note of customer resources/tools and install and test them locally to aid in the troubleshooting endeavor
• Learn to identify key error log messages, and the solutions they point towards

Objective #3: Train customers on the use of Decisions

• Building example projects to aid the customers in the learning problem-solving process
• Set up and lead targeted training sessions for customers on topics such as SSO, Oauth, Repository interaction, and others
• Set up calls to walk customers through an end-to-end upgrade across both major and minor versions

Objective #4: Investigate, test, and submit product defects to the engineering team for redress

• Pass on any customer feedback or suggestions to appropriate internal teams
• Identify problem points in the product for improvement in future releases
• Test customer-reported bugs in the newest version of the product to determine if bugs need to be addressed
• Identify customer-reported bugs, and simplify them into a locally reproducible scenario for the core dev team to use as a solution metric

Specialized Experience

• A.S./B.S./B.A. in Engineering, Computer Science, Information Systems, Mathematics or related technical experience, or equivalent experience (preferred)
• Technically minded individual
• Logical thinker
• Interested in problem-solving
• Customer Service Focused
• Demonstrates willingness to learn and follow directions
• Good written and verbal communication skills with the ability to communicate both internally and client-facing