This role requires the ability to build and maintain strong relationships both internally with Topia and externally with customer contacts. The ideal candidate is organized, detail oriented, and technically savvy with the ability to learn multiple softwares. To succeed in this role you will need to be able to work in an ambiguous, fast-paced environment with developing processes. Adaptability is key. Prior experience in a SaaS technical support environment is a  requirement.

This position is contract through mid-May with the potential opportunity to extend further.

About The Role

• • Manage software issues through technical troubleshooting process including identifying solution for issue and completion of system updates when needed
  • Deliver world-class customer service experience for users
  • Work closely with existing customers on change requests and projects surrounding change requests when needed
  • Serve as a technical escalation point for other support specialists within the organization
  • Management of solution gaps and customer expectations as they relate to open issues for live customers
  • Follow all internal processes for incident management
  • Monitor all open tickets and communicate with team members when applicable
  • Ensure responsive support to clients during scheduled hours
  • Communicate and collaborate with other departments regarding support issues
  • Monitor user metrics and present numbers on an as needed basis
  • Complete all daily tasks and projects, on-time and with attention to detail
  • Meet identified goals and metricsUnderstand customers’ needs and work with the Topia team to advise customers on how to best leverage Topia technology and services to achieve their goals

About You

• • Demonstrated experience in a client facing role, preferably at a SaaS company
  • Experience troubleshooting and identifying integration issues with other systems
  • High proficiency in Microsoft Excel
  • Ability to write and troubleshoot complex lookup formulas based on multiple criteria and macros/VBA for purposes of creating re-runnable data and Excel format transformations
  • Proficiency writing SQL to extract data from databases
  • Basic knowledge of MS Visio or other process mapping software
  • Experience analyzing business operations and configuring software applications to effectively support these operations
  • Experience using relational databases and writing queries to extract data
  • Problem-solving and multi-tasking skills, including the ability to prioritize work and independently manage time so that multiple competing priorities are addressed in a timely manner
  • Experience learning technical frameworks, systems, applications and concepts
  • Must have a willingness to adopt and support innovative changes in response to changes in technology and in business practices
  • Ability to understand and communicate high level technical concepts related to software configuration and platform integration
  • Acute attention to detail, pride/ownership of work product
  • Demonstrated client empathy; ability to de-escalate tense situations
  • Customer advocacy Excellent communication skills