Job Description:

Shiftboard is a SaaS company, poised for rapid growth, which provides online scheduling software for a diverse group of organizations from festivals to security companies, medical staff to nonprofits, and everything in between. We are seeking an extremely motivated and dedicated person who is looking to build their career with us. You must thrive in a fast-paced work environment and be open to becoming involved in all aspects of a growing business. Successful candidates must absorb new information quickly, proactively tackle new projects, and contribute towards improving internal policies and procedures.

We are looking for a customer-focused, tech-savvy, and service-minded professional to join our Customer Support team as a Customer Success Tier 2 Technical Support Specialist. The purpose of this role is to monitor the support request system and field user inquiries, as well as investigate code issues, run queries to assist in solving problems, and help monitor system status and provide resolution as-needed. Ideal candidate will be responsible for owning the customer experience from start to finish, and also possess the ability to perform basic and intermediate-level technical troubleshooting; this will require basic SQL skills and an ability to read, understand, and interpret information contained in technical logs as well as taking necessary action based on that information.

Primary Responsibilities:

• Provide Tier 2 support for clients via support ticketing system utilizing relationships with internal teams to understand, troubleshoot, root cause, and resolve technical issues in a prompt, friendly and thorough manner; provide prompt answers to all questions and inquiries.
• Investigate issues with the application using logs, error messages, and review of codebase with Engineering.
• Manage communication with engineers for issues that arise requiring technical corrections.
• Provide guidance for user change requests.
• Escalate technical issues as necessary to our Engineering, Product Management and Support senior leaders to ensure a world-class support experience regardless of the complexity of the issue.
• Ensure proper documentation, notification, escalation, tracking, and follow-up of all issues; process trouble tickets according to company methodology and capture root cause of platform problems and issues.
• Run basic to advanced SQL queries to investigate and resolve problems, as well as mining data for creation and population of Tableau reports.
• Take on additional assignments and projects as requested.
• Provide feedback to management based on experiences.
• Master Shiftboard’s product capabilities and serve as a subject matter expert for our clients and partners.
• Where appropriate, edit and repurpose successful client issue resolution documentation for use on our online support portal as a reference for partners and clients.

Required Experience & Qualifications:

• Customer Service Aptitude. 
• 2+ years of technical customer support experience, preferably in a high-tech SaaS industry.
• 1+ years of experience project-managing software implementations.
• 2+ years software application implementation experience in a consultative role, preferably within a SaaS environment.
• 2+ years account management and customer service experience ideal.
• 2+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company.
• 2+ years of JIRA experience.
• 2+ years of experience using SalesForce.
• 2+ years of experience extracting data from disparate sources to create custom Tableau reports, SQL and MySQL query knowledge required.
• Demonstrated ability to collaborate effectively and excel both in our internal team environment and with our clients.
• Fanatical commitment to customer success and knowledge of customer service principles and practices.
• Solid analytical skills and a demonstrated motivation to solve tough technical problems.
• Strong technical aptitude with a desire for continuous learning and improvement
• Ability to speak and write clearly and accurately, particularly as it relates to technical concepts.
• Bachelor’s degree or equivalent combination of education and experience.
• High school diploma required; bachelor’s degree preferred.
• Background in establishing and building lasting customer relationships and/or customer support experience.
• Ability to multi-task between calls, emails and open cases to resolve issues.