Technical Support Representative

Jitterbit is seeking a Technical Support Representative to join us on this exciting journey as we grow our Poland team! We have a people and customer-first culture at Jitterbit, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.

Jitterbit creates and sells powerful and affordable software to enable the digital evolution of various businesses. We believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, we’ve created an amazing opportunity for a motivated individual to join our team.

The successful candidate has a proven track record in a highly technical environment. They will be responsible for ensuring high-quality, timely resolution of customer issues that align with Service and Experience level objectives. Our customers should leave their interactions with our Support teams in a better position than when they first engaged with us. The Technical Support Representative will be able to understand technical issues, work across departments to drive issue resolution and escalate issues when necessary.

What You'll Do:

• Work in a fast-paced and dynamic environment as a support team member to provide day-to-day support, request fulfillment, incident response, documentation, and follow-up.
• Respond promptly to customer inquiries regarding product functionality, troubleshooting, and usage.
• Provide comprehensive technical assistance to customers experiencing issues with our products.
• Guide customers through diagnostic procedures to identify and resolve problems efficiently.
• Develop a deep understanding of our products, including all features, specifications, and maintenance requirements.
• Stay updated on product updates, modifications, and new releases to address customer inquiries effectively.
• Investigate reported issues thoroughly to determine root causes and develop appropriate solutions.
• Document customer interactions, including issues reported and solutions provided.
• Escalate unresolved issues to higher-level support or engineering teams and follow up until resolution is achieved.
• Provide empathy and understanding of client issues and the impact on their business operations.
• Establish effective processes and practices for knowledge sharing and communication.
• Team and customer service orientation focus while working well as part of a group.

Requirements

• Minimum of 3 years of technical support experience
• Both hands-on software support experience combined with strong communication skills.
• Skilled at problem-solving, decision-making, and negotiations.
• Strong written and verbal communication skills.
• Strong interpersonal skills; able to communicate at all levels of an organization.
• Proven ability to execute in a customer-focused environment and advocate for partners across a cross-functional organization.
• Able to communicate verbally to technical and non-technical audiences and at all levels of the organization as well as across the client base.
• Work with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
• Willingness to dive in IPaaS industry and learn new technologies.

Preferred:

• SaaS support experience
• Fundamental API knowledge
• Support experience with different sized clients
• Engineering degree
• Importance of iPaaS and how API's are used in he context of iPaaS
• Experience in voice call and Salesforce CRM ticket support