About the Role

We are seeking a Software Support Engineer to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

What You'll Do

The Software Support Engineer will help 

• Handle support for Operations users of CRM tools and dependent systems.
• Investigate, diagnose and debug production issues.
• Manage, troubleshoot and provide solutions for a wide range of technical issues.
• Escalate trends, bugs and other system errors to Tier II, Product and Engineering teams.
• Build and maintain document library, knowledge base articles.
• Provide internal training and address knowledge gaps.
• Perform incident management and high level monitoring.
• Facilitate onboarding of new hires in various departments via in person/remote training sessions.
• Oversee and maintain key Production SLA metrics such as response and resolution time.

What We Look For

• Experience with a CRM Platform such as Salesforce.
• Excellent customer service skills with the ability to work quickly and effectively.
• Experience with Call Center technologies & basic home Network troubleshooting.
• Some experience with SQL, ability to write simple queries.
• Experience with frontline support of Operations users and third-party applications.
• Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
• Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
• Excellent written and verbal communications skills.
• Proven ability to work successfully with limited supervision.