Customer Success Technical Specialist

Eagle Point Software Corporation • Dubuque, IA

30d

About The Position

The Technical Specialist’s primary role is to support the Customer Success and Product Development teams in relation to all technical requests that customers may have. The Technical Specialist will own and take responsibility for day-to-day customer technical requests and activities, including customer training. This position will participate in product testing and the creation of supporting eLearning materials surrounding the product.

Requirements

• Associate or bachelor’s degree.
• Technical support experience.
• Customer-facing training experience.
• General IT knowledge.
• Ability to support multiple customers and implementation projects simultaneously.
• Exceptional communication and presentation skills.
• High energy and positive attitude.
• Ability to perform in a deadline-oriented work environment.
• Strong organizational skills with exceptional attention to detail required to ensure accuracy and effective execution of all projects and tasks undertaken.
• Ability to work independently as a self-starter.
• Proficient with Microsoft products.
• Flexible hours and schedule–due to global nature of company, all support roles should expect calls and remote meetings early mornings and/or late evenings.

Responsibilities

• Augmenting the implementation process by providing technical support and customer training.
• Assisting customers with Microsoft Entra ID Sync, SSO setup, and other technical tasks.
• Creating and maintaining training video, document, and course materials to support the Pinnacle Series platform.
• Owning and taking responsibility for product testing in cooperation with our product development team.
• Troubleshooting and logging customer support requests.
• Prioritizing and escalating issues when needed.
• Ability to recognize customer concerns and concisely communicate the next steps to validate their concerns.
• Providing technical support and training for our Partners.
• Being a Pinnacle Series SME.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 51-100 employees