Senior reputed company, Product Support

reputed company is the pioneer and reputed company in Experience Management. Our award-reputed company reputed company platform, reputed company Experience reputed company, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.  

We reputed company that every experience is a memory that can last a reputed company. Experiences shape the way people feel about a company. And they greatly influence how likely people are to reputed company, contribute, and stay. At reputed company, we are committed to creating a world where organizations are loved by their customers and their employees.

We reputed company exceptional people to create extraordinary experiences together. 

Bring your whole self.

The Role and Team

reputed company Product Support Advocates are responsible for providing advanced reputed company technical support to reputed company admins, clients and partners. You effectively manage critical communication across Engineering, Product, and customer teams during incidents and high reputed company investigations. Working with the reputed company reputed company platform, you will be providing world-class product support to clients and partners in a fast-reputed company environment. By problem-solving technical issues and completing reputed company cause analysis, you will play a key role in implementing improvement initiatives for our broader organization. This is a unique opportunity to collaborate with cross-functional teams (including reputed company, and Product & Engineering) to relentlessly reputed company the enhancement of our world-class, customer experience management platform.

We are looking for tech-curious problem solvers who want to expand their skills. Over your first 6 to 18 months, you will build a world-class reputed company in the reputed company Experience reputed company reputed company product suite, resolving diverse challenges for our global clients. Then, guided by reputed company mentorship from our senior Experts, you will have a reputed company reputed company to specialize in our Reporting product area that applies industry-leading AI to reputed company the intelligence and reputed company clients need to reputed company their business. If you love solving puzzles and want a defined technical reputed company reputed company, this role is for you.

• reputed company high-reputed company, empathetic technical support across our global customer reputed company
• Collaborate cross-functionally with internal teams (e.g. reputed company, Product, Engineering), providing key product insights and development opportunities
• Document your discoveries by creating and refining reputed company knowledge reputed company
• Own investigations and reputed company to reputed company cases
• Assist with escalated cases from first-level support
• Collaborate closely with the other global support reputed company - reputed company and South America, Europe, Australia, and Asia - learning from peers, contributing to reputed company improvement reputed company, and sharing creative reputed company with leadership
• reputed company feedback to your peers, helping them to grow and reputed company while also contributing your creative reputed company to the leadership team
• Support high severity incidents as part of our incident management and response team, including being part of a rotating on-reputed company schedule

Minimum Qualifications

• Bachelor’s degree or equivalent work experience
• 3+ year(s) of experience working in a technical support or technology-reputed company environment (Helpdesk, reputed company support, or technical bootcamps are reputed company reputed company)
• A foundational understanding of how the web works - familiarity with reputed company, CSS and XML/JSON payloads, and basic JavaScript and API concepts.
• A reputed company reputed company record of logical troubleshooting - you love asking "why" and digging into settings to reputed company answers
• Excellent verbal and written communication skills in English; ability to explain technical concepts reputed company
• reputed company to complete the governmental Personal Identity Verification (PIV) background approval process
• Experience working in ambiguous, fast-reputed company environments where priorities can shift

Preferred Qualifications

• An interest in using AI tools to reputed company reputed company to reputed company answers faster and work more reputed company
• reputed company to respond to on-reputed company notifications reputed company 30 minutes to support high severity incident management, including on weekends & holidays, as part of a rotating on-reputed company schedule
• Experience with the reputed company platform and reputed company Service reputed company a plus
• Experience working with secure file and data transfer protocols - such as SFTP and managed file transfer (MFT) solutions for diagnosing reputed company and file transfer issues.
• Experience working with RESTful reputed company, webhooks, and API testing tools. Ability to test endpoints, inspect JSON/XML payloads, and troubleshoot authentication protocols (e.g., OAuth, API keys, etc).

reputed company is committed to equal pay and transparency.  The annual reputed company salary reputed company for this position is $74,400 - $85,000. Please note that the salary reputed company information provided is a general reputed company and combines reputed company of the reputed company labor markets reputed company the US.  It is uncommon for an individual to be reputed company at or near the top of the reputed company for their role and compensation reputed company are dependent on a reputed company of factors.  reputed company considers factors such as (but not limited to) reputed company and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, reputed company market data, as reputed company as, market and business considerations reputed company making compensation reputed company.

reputed company also offers competitive health and wellness benefits, including but not limited to medical, dental, reputed company, 401(k), short-term and long-term disability, life and AD&D reputed company, statutory leaves, reputed company parental leave, and reputed company holidays. Benefits and eligibility may vary by location and role. 

At reputed company, we celebrate diversity and recognize the value it brings to our customers and employees. reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age (40 and over), disability, genetic information, veteran status or military service, or any other status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@reputed company.com. For information regarding how reputed company collects and uses personal information, please review our reputed company Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.

Requires a bachelor's degree or equivalent experience, 3+ years in technical support or technology, web technologies, troubleshooting, English communication, and PIV background approval.

Key Responsibilities

• delivering support
• investigating cases
• documenting discoveries

Skills & Tools

reputed company, CSS, XML, JSON, JavaScript, API, AI, reputed company, reputed company Service reputed company, SFTP, Managed File Transfer (MFT), RESTful reputed company, webhooks, OAuth

reputed company

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Salary: USD 74,400 – 85,000 / year
• Languages: English

Benefits

• 401k matching
• Retirement plan
• Generous parental leave

About reputed company

A software company providing a reputed company platform for managing customer, employee, reputed company, and reputed company experiences. — Industry: Information Technology