Premier Support Technician

Crisis24•Annapolis, MD

10d•Onsite

About The Position

As a Premier Support Technician, you will play a crucial role in delivering exceptional technical support to premium-level clients in our dynamic Software as a Service (SaaS) environment. This role demands a customer-focused individual with a technical aptitude, dedicated to resolving complex issues and ensuring client satisfaction.

Requirements

Minimum of 2 years of experience in a technical support role, preferably in a SaaS environment
Strong technical aptitude and problem-solving skills
Excellent communication skills, both verbal and written.
Ability to manage and prioritize multiple tasks efficiently.
Customer-focused with a commitment to delivering exceptional service.
Familiarity with support ticketing systems and customer relationship management (CRM) tools.
Proficient in relevant application software, including but not limited to: MS office, MS PowerPoint, MS Project, Multi-line Call Center software, client communication tracking software.

Responsibilities

Provide top-tier technical support to premium-level clients, ensuring prompt and effective issue resolution.
Serve as a primary point of contact for escalated technical inquiries and issues.
Analyze and diagnose technical problems, offering solutions or workarounds to meet clients' needs.
Collaborate with cross-functional teams to address and resolve complex technical challenges.
Build and maintain strong relationships with premium-level clients.
Understand clients' business objectives and tailor support services to meet their unique requirements.
Ensure the delivery of high-quality technical support services, striving to exceed client expectations.
Monitor and report on key performance indicators (KPIs) related to support services.
Participate in initiatives to enhance support processes and efficiency.
Provide valuable insights for improving product usability and client experience.
Stay updated on product features, enhancements, and technical specifications.
Contribute to the development of support documentation and training materials.
Regularly report on support metrics, customer satisfaction, and team performance to company leadership.
Design and implement training programs to enhance the technical and soft skills of the Premier Support team.
Participate in an on-call rotation schedule, ensuring availability for urgent technical issues with compensation provided for on-call duties.