Technical Support Agent (T2)

Harver • Atlanta, GA

61d

About The Position

In this role you get to: Investigate and solve challenging and time-sensitive production issues, often in support of our enterprise and mid-market clients Manage an evolving queue of support tickets, working them in accordance with our established Service Level Agreements Research, troubleshoot and develop solutions in web-based and mobile web SaaS applications, encompassing technologies like: Microsoft technologies, HTML, JS libraries, and MS SQL Server and Mungo DB databases, SAML Configure and customize our applications to meet unique customer requirements Interact and collaborate with our end user support, client success, integration specialists, and product development teams

Requirements

• 3+ years’ experience in a support role (technical, customer, developer)
• Experience with Zendesk, Jira, Confluence is required (other ticketing platforms are a plus)
• Demonstrated experience working with Relational Databases, SQL and writing database queries
• Experience understanding and working with APIs and Web services (AWS, REST). Familiarity with Postman preferred
• HTML with CSS understanding
• A functional understanding of SSO implementation and integration
• Eagerness to learn new and unfamiliar technologies
• Outstanding troubleshooting skills and the ability to problem solve and think critically
• Excellent written and oral communication skills with the ability to articulate concepts to a variety of audiences, including non-technical team members and clients
• Ability to prioritize work and be self-directed in a dynamic and challenging work environment
• Strong work ethic and desire to meet client and internal driven deadlines
• ET/CT time zone preferred

Responsibilities

• Investigate and solve challenging and time-sensitive production issues
• Manage an evolving queue of support tickets
• Research, troubleshoot and develop solutions in web-based and mobile web SaaS applications
• Configure and customize our applications to meet unique customer requirements
• Interact and collaborate with our end user support, client success, integration specialists, and product development teams

Benefits

• A competitive base salary
• Benefit plan options that give you the flexibility to select the right health care coverage for you and eligible family members
• Retirement savings programs
• Generous bonus and referral rewards
• Flexible schedules to improve work/life integration
• Quarterly wellness days off and summer Fridays!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees