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Technical Support Expert

Location

New York, US Office

Salary

Competitive, dependent on experience

Employee Type

Full Time

Department

Service Desk

Posted On

December 4, 2018

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About the role

We are a leading cloud intranet software vendor, hundreds of thousands of users each year will see and use your work to support their workplace activities. The people we employ are not afraid to fail, passionate about making change and think outside the box.

We are seeking a Technical Support Expert to be responsible for providing world class support for our flagship product Interact and custom applications for various customers. As a Technical Support Expert, you will will deal with a variety of issues, being the initial point of contact for customers and working these problems until full resolution. You will have superior troubleshooting and analytical skills, enjoy solving complex problems and have excellent customer service skills. You will be highly motiviated and driven to help both internal and external customers, and have the ability to dive deep into a new product to learn it inside out.

This role requires lots of contact with our customers either via phone or email communication channels, therefore we really require somebody who is both comfortable and confident in a customer service role. You must be able to present yourself, the product and the organization in the most positive light – so we are looking for somebody who is personable and upbeat.

Hours: Monday to Friday – Shift working pattern (alternate weekly shifts 8am to 4.30pm EDT and 11.30am to 8pm EDT) with pre-scheduled 24/7/365 on-call rota.

A little about you...

  • You realize the importance of conversation to build relationships with customers and deliver most of your support responses via the telephone
  • Strong written and verbal communication skills
  • You understand the power of empathy in finding speedy resolutions to complex issues
  • You are the Customer champion, ensuring the delivery of a positive support experience
  • You have a methodical approach to problem investigations and will look at the bigger picture
  • You have the natural ability to talk to everyone and can explain complex responses in simple terms
  • Excellent organisational skills with the ability to manage priorities and work to deadlines / SLA's
  • Degree in Information Systems, Computer Science or equivalent
  • At least 2 years working in a customer service role
  • Knowledge of standard web technologies (HTML, JavaScript), including application servers (Windows/IIS), web servers, relational databases, browsers
  • Moderate understanding of data transfer technologies (XML/JSON and FTP/HTTP)
  • Some experience of AWS and scripting experience with Powershell or similar would be amazing!

Your responsibilities

  • Providing first class technical support to our customers via phone or via our Support portal from initial contact to full resolution
  • Serving as a product expert to our customers and helping them troubleshoot our software via phone, email and remote screen share
  • Creating solutions and knowledge articles on our online community
  • Training and mentoring other members of the team in your expert areas
  • Making recommendations on areas of process improvement to Support Management
  • Providing feedback on our products from a customer and technical perspective
  • Collaborating effectively with product, engineering and QA teams
  • Providing a best in class customer support experience, with every customer interaction

Why you'll love working for Interact!

  • Competitive salary
  • 401K
  • Healthcare
  • Buy & Sell Holiday
  • Flexible working
  • Long service awards
  • Social events
  • Free Friday lunch
  • Fresh fruit
  • Friday "happy hours"
  • Employee discount scheme

Interact Academy

The Interact Academy is our in-house training programme to kick-start your training from your first day. You will hear the company's history and vision directly from our CEO before meeting managers from each department to fully understand how they impact the business and your role.

Product training

The Interact Academy will take you on a journey through our product, enabling you to gain an in-depth understanding of all of its features, users and benefits. You will follow a modular programme increasing in complexity to ensure in-depth understanding to assist you in being successful in your roles.

Role-specific training

As an Interact employee you will also receive in-depth role-specific training to ensure that you are fully knowledgeable about your role and how to make it a success.

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