Technical Support Specialist

Remarcable, Inc.•Omaha, NE

1d•Remote

About The Position

At Remarcable, we’re reshaping how electrical contractors and distributors connect, purchase, and operate. Our cloud-based platform streamlines procurement and tool management, giving contractors the visibility and efficiency they need to focus on what they do best—building the future. The Technical Support Specialist assists the Customer Success Team and End User by identifying, communicating, and resolving user workflow issues, common questions, and deep dives into processes with a strong focus on SaaS cloud-based customer support. They assist in setting up the data flow, data cleansing, and monitoring the daily information flow, alerting the team of any issues and working to resolve them. They also play a role in creating explanatory documentation for client users and helping to propose IT solutions based on client needs.

Requirements

Experience in a SaaS Support Environment
Data Management experience including advanced Excel skills
Excellent and demonstrated verbal and written communication skills
Ability to learn new systems quickly – is “tech savvy”
Looking to broaden your horizons in the technology industry
Excellent organization and multi-tasking skills
A client service mentality, with the adaptability and willingness to collaborate openly with other people
A sense of ownership in the work that you do. Strong work ethic and the ability to work remotely with minimal supervision

Nice To Haves

Preferably a bachelor’s degree in Computer Science or any related IT degree
Experience in the construction or distribution industries would be an asset
An inherent curiosity with the desire to dig deep to solve complex problems

Responsibilities

Diagnose and resolve issues for internal and external customers by applying documented procedures, process flows, and structured troubleshooting approaches.
Own customer cases end-to-end, focusing on root cause identification, clear communication, and timely resolution.
Analyze, manipulate, and configure data using Microsoft Excel and SQL to investigate issues and support system corrections.
Partner with internal technical teams and client teams to design, troubleshoot, and resolve data exchange and integration challenges, building strong working knowledge of common ERP systems.
Proactively evaluate and refine workflows to eliminate inefficiencies, reduce risk, and improve system reliability.
Monitor daily electronic data exchanges, identify anomalies or failures, and drive issues to resolution before downstream impact.
Develop and continuously improve technical documentation that enables faster issue resolution and increased client self-service.