About the position:

This role is focused on providing and documenting solutions for complex customer issues, using a customer centered approach.  You will act as a Subject Matter Expert, focused on helping others with difficult technical issues and being the customer’s advocate with Development and Product Management.  You will have the opportunity to collaborate with stakeholders in different teams to influence change through a matrix organization. We are looking for folks that want to WOW and deliver for customers, work hard and have fun doing it!

 

In this role, you will:

·       Provide detailed feedback to Product on requests from our most strategic accounts

·       Use your support and development background to enable customer success using the Quickbase Platform as a Service technology

·       Respond to complex inquiries of a technical or functional nature that are not routine and require deviation from the standard screens, scripts and procedures

·       Partner closely with the Escalations lead with customer issues that need to be escalated to the Product Development team

·       Mentor and coach others, and assist management in developing mentoring plans for others.

·       Creatively solve problems with a bias toward innovation

·       Provide support that generates a high level of customer satisfaction.  Is able to effectively move detractors to promoters through customer interactions

·       Release Smoke Testing

·       Create customer-facing documentation/videos about common issues

·       Document Standard Operating Procedures

·       Act as part of the Training Team including identifying and creating training materials

·       Manage multiple priorities in a fast-paced environment

 

You will have:

·       3+ years of Technical Support experience or equivalent

·       Proven technical ability and high level of customer communication skills

·       Bachelor’s degree in Computer Science, Information Systems, or a related field (highly preferred)

·       The desire and ability to contribute to team and company goals

·       The ability to properly document and create customer call notes in a computer system using multiple screens of data

·       High analytical skills including researching, analyzing and determining root cause to problems

·       Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email

 

Ideally, you will have:

·       General Knowledge of JSON use and structure

·       Familiarity with Single Sign On, DB &JavaScript

·       Previous experience in customer service, banking, financial services or call center experience is helpful

·       Understanding of database concepts

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