As the newest member of our team, you will play a pivotal role in troubleshooting and resolving complex technical issues as the liaison between customer support and development teams. You have 3+ years of experience in an IT support role with a SaaS platform company and a passion for problem solving. You are naturally curious and have experience with cloud-based SQL architectures. If you are ready for a new challenge and eager to contribute to pushing the envelope on tech-enabled, AI-enhanced experiential learning, let's chat!
What your days will look like:
- Troubleshooting and resolving complex technical issues, providing prompt, accurate resolution
- Acting as the liaison between customer support and development teams for escalated issue resolution
- Developing and maintaining support infrastructure, automated systems, workflows, and processes
- Documenting support interactions and contributing to the knowledge base and best practices to support customers and internal teams
- Monitoring system performance and proactively addressing potential issues before customer impact
- Acting as the primary point of contact for high-priority escalations and queries
- Provide guidance and training to customer support staff to improve tier 1 resolution rate
- Promoting a culture of continuous improvement in all that you do!
Requirements
Show us your:
- Bachelor's degree in computer science and 3+ years of experience in an IT support role working with a SaaS product – your IT certifications will catch our attention!
- Experience working with NodeJS, React, Mongo and Azure Cloud Services
- Confidence working with production MongoDB and SQL Databases including queries
- Ability to troubleshoot and resolve complex technical issues while demonstrating exceptional customer service
- Highly refined communications skills – comfortable getting your message across in a virtual world with customers and internal teams
- Strong analytical and troubleshooting skills - identifying and addressing potential issues along with the customer success team
- Superbly organized, detail-oriented and self-directed with exceptional documentation skills
- Ability to adapt quickly in a fast-paced environment
- Personal ethic that embodies the ideals of diversity and inclusion
Goldstone Partners, Inc.
Servpro is one of the nation’s fastest growing franchisees within the top 10 franchise system, we are growing our national footprint and building our corporate services team
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