Overview:
The role provides technical support to a proprietary Application Platform in a global environment and provides expertise to the Business and Service team. We're looking for quick learner, skilled in customer support, knowledgeable with various Application Platforms, especially proprietary applications, experienced working with a development and product team, providing support to end-users in a work from anywhere model covering a global workforce.

This position can be remote in the United States. Ideal candidates MUST be comfortable working EST hours.  

What You’ll Do:

• Troubleshooting and issue resolution
• Triage user requests regarding employee application functions and issues
• Investigate and resolve basic to complex application issues
• Solving problems by identifying bugs and root-cause analysis
• Work with internal development and operations team to escalate issues
• Identify security issues and bugs
• Provide excellent customer support to the Business and Client Service Team and clients as necessary; provide demo to clients, employees, etc.
• Provide remote support via phone, email, etc.
• Identify and present best-case solutions when time is of the essence

What You Have:

• Knowledgeable in web application SaaS platforms and architecture
• Experience with features such as voice conferencing, emailing, etc.
• Knowledge in web stack operations, VOIP, SMTP, etc. a plus
• Product knowledge, programming logic
• Functioning knowledge of Database Operations such as SQL, etc.
• Experience with financial aspects such as payment methodologies, etc.
• Experience with platforms such as LinkedIn, etc.
• Setting standards and procedures

Other Requirements:

• 4 to 6 years of work experience showing progressive growth in the field
• Hands-on experience with level 2 application support in an enterprise environment
• Global experience is a plus
• Collaborative work skills and communication skills
• Tech writing and documentation
• Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action
• Ability to work independently and/or as part of a team

What We Have:

The annual base salary range for this position is $75,000 - $90,000. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.

You will also be eligible for the following benefits:

• 15 PTO days, 10 legal holidays, and sick days
• Comprehensive medical, dental, and vision plans
• Will match up to 10% of employee contribution for 401(k), life insurance, paid time-off, and parental leave plans
• Commuter benefits and a corporate gym rate
• Development opportunities through the LinkedIn Learning platform
• Free snacks and beverages in the office
• Friday happy hour and “Summer Fridays”
• Year-round corporate athletic league
• Casual work environment, team building, and other social events

About Guidepoint: 

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action. 

Backed by a network of nearly 1.5 million experts and Guidepoint’s 1,300 employees worldwide, we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful. 

At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience. 

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