Technical Services Specialist
About The Position
As a Technical Services Specialist I, you will be a primary escalation point for technical issues raised by Customer Support across our software platforms, spanning on-premise, cloud and mobile products. You will troubleshoot and resolve technical problems, identify and document suspected defects for validation, and fulfill script, data and reporting requests that keep customer environments accurate and running well. Working across areas such as operating systems, networking, databases, web-based applications and payment and financial data, you will build the platform depth and product expertise that define the Technical Services team. This is the foundation of the Technical Services individual contributor ladder and the starting point for growth toward advanced specialist, project and leadership roles.
Requirements
- Solid troubleshooting and problem-solving skills with attention to detail
- Clear written and verbal communication, including the ability to explain technical concepts simply
- Able to prioritize and follow through in a fast-paced environment with frequent interruptions
- Eager to learn and build platform and product depth over time
- Customer-centric, accountable, results-driven and empowered in line with our values
- Bachelor's degree in Computer Science, Information Systems or a related discipline, or equivalent bootcamp certification and applied experience
- 1+ years' of experience in a customer-facing support or technical support role, typically following experience in a frontline or Tier 1 support function
- Working knowledge of current operating systems and general troubleshooting
- Exposure to web-based or SaaS applications, system logs and cloud-based solutions
- Working knowledge of SQL and scripting for data analysis, reporting and troubleshooting
- CompTIA A+ certification or equivalent IT knowledge is a plus
Responsibilities
- Serve as an escalation point for technical issues raised by Customer Support across supported platforms
- Troubleshoot and resolve problems spanning operating systems, mobile devices, networking, databases and web-based or SaaS applications
- Identify, document and help validate suspected software defects, tracking them accurately in the case and defect systems
- Fulfill script, data and reporting requests, including manual filters, data updates, report creation and updates and related database operations
- Investigate payment, billing and financial data issues and route them appropriately
- Contribute to known-issue tracking, documentation and internal knowledge sharing
- Troubleshoot supported hardware and integrated device solutions where applicable
- Collaborate with peers, Development, Product and Operations to resolve issues and improve the customer experience
- Build working knowledge of SQL, data schemas, system logs and related technical tools
- Serve as a customer-facing technical resource, monitoring support chats and handling inbound calls to troubleshoot issues, answer questions, and provide an exceptional customer experience
Benefits
- medical, dental, & vision plans
- HSA option with employer contributions
- Vacation time, holidays, sick days, volunteer & personal days
- 401K Plan with employer match and immediate vesting
- Employee Stock Purchase Plan
- Employee Discount Program
- Medical, Dependent Care, and Transportation FSA Plans
- Company paid Short and Long-Term disability and Life Insurance
- RTD EcoPass for all Denver employees
- Tuition Reimbursement and continued Professional Development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
