Technical Customer Support Specialist
| Job Number | 2303 |
| Job Title | Technical Customer Support and Onboarding Specialist |
| Job Location | Acton, MA |
| Job Summary | Onboard and provide customers with enterprise-level support.
Install and configure mobile and web applications. Diagnose and solve technical issues. Build customer relationships, obtain feedback and understand their levels of satisfaction. Excellent compensation, benefits and stock options. This is a new position due to growth. |
| Compensation | $65-70,000 base salary, strong incentives, 401K with generous company contributions and stock options based on performance. |
| Number of positions | 1 |
| Reports to | Senior Director Business Operations |
| Company description | Our client has been providing leading edge messaging solutions since 1999. They offer secure text messaging, mobile text archiving and high-volume text messaging services via a powerful SaaS platform. The company is a high growth, entrepreneurial, professional, team-oriented organization that provides a congenial, informal work environment. Dress is casual. The company’s product line is used by thousands of enterprises and powers billions of messages a year across multiple industries. User benefits include:
Secure, reliable messaging Central messaging management Compliance with regulatory and industry requirements Ensured message delivery Improved collaboration and productivity Content capture from any combination of devices or carriers Multiple device ownership |
| Responsibilities | Learn the functions of company software applications.
Setup customers and install and configure mobile and web applications. Respond to customer inquiries. Analyze, troubleshoot, diagnose, resolve and document technical issues. Monitor the solutions. Participate in creating training materials pertaining to application troubleshooting and usage. Improve documentation for onboarding processes and instructional guides. Coordinate and cooperate with internal cross-functional teams. |
| Requirements | Bachelor’s degree. Three+ years of proven experience in Technical Support and Onboarding in a customer focus position involving technical knowledge of a company’s products and services.
Experience installing and configuring mobile applications. Able to use help desk software and other remote access desktop programs. Good time-management and organization skills. Able to establish reasonable and attainable deadlines for issue resolution. Ability to prioritize and efficiently manage several customer issues simultaneously. Professional written and verbal communication skills. Ability to accept constructive criticism and customer feedback. |
| Preferred | Computer Science or Information Technology B.S.
Working knowledge of Salesforce.com. Telecom experience. Text messaging experience. Customer success experience. Technical support experience. |
| Benefits | Fully company paid health, dental insurance, accident and ADD and short and log term disability insuranceLow cost vision insurance
401-k (please see above) Pre-tax Flexible Spending Account Employees may purchase Commuter Transportation Passes on a pre-tax basis Optional Health Savings Account |
| Interview process | 1 phone interview, 2-3 in office interviews and a demo exercise. |
