Technical Support Specialist

Catalis Regulatory & Compliance, LLC•Jacksonville, FL

5h•Hybrid

About The Position

As a Technical Support Specialist, you will play a critical role in the post-implementation phase of CATALIS software. You will take full ownership of any support issues that arise, ensuring they are effectively managed and resolved. In this role, you will provide prompt and professional responses to CATALIS customers via phone, email, or portal, while keeping management and leadership informed of key issues and updates as needed. Your proactive approach and strong communication skills will be vital in delivering a seamless customer experience and supporting the continued success of CATALIS software. This role is hybrid based in our Jacksonville, FL office.

Requirements

Bachelor’s degree in information systems or a related field, or equivalent work-related experience.
Basic knowledge of databases
Basic knowledge of Microsoft Windows and Microsoft programs such as Word, Excel, etc.
Familiarity with SaaS solutions
2 -3 years of experience with software support
Strong problem-solving skills
Strong attention to quality processes and detailed work
Strong communication skills and the ability to work independently
Ability to interact effectively both verbally and written with clients and team members
Ability to manage multiple projects through prioritization & flexibility while paying strict attention to detail.

Nice To Haves

Salesforce Service experience a plus

Responsibilities

Own and manage all customer support cases, working directly with customers and internal teams to ensure timely resolution.
Create and maintain documentation of reported issues, resolutions, and procedures to ensure consistent and high-quality support.
Address escalated issues from Customer Support Specialist team, providing efficient and effective solutions.
Provide proactive and timely updates to customers on the status and progress of ongoing issues.
Identify, troubleshoot, and resolve technical issues, or escalate promptly per company protocols to ensure quick resolution.
Represent CATALIS and its products with professionalism, fostering a positive customer experience.
Stay up to date on the latest product solutions and technical knowledge to ensure expertise in troubleshooting and support.
Facilitate smooth support transitions, ensuring the team has the necessary information to deliver exceptional service. This includes participating in Implementation/Onboarding to Support transition calls with customers.
Document customer feedback and collaborate with the Customer Support team to submit enhancement requests to the IT/Product Development teams.
Troubleshoot and provide solutions for technical issues, including guiding customers on workarounds, applying patches, installing updates, and gathering logs/system information for faster resolution.

Benefits

A dynamic and supportive work environment in a mission driven organization
Competitive salary and benefits package, including health, dental, vision insurance
Unlimited PTO (paid time off)
HSA and FSA options
401(k) plan with matching contributions
Paid parental leave
ABLE matching contributions for the disability community
Employer paid short term and long-term disability insurance and group term life insurance
Financial and legal assistance through our EAP (Employee Assistance Program)
Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
The chance to make a significant impact on the delivery of government services and the lives of citizens