Job Summary

As a Premier Support Technician, you will join a team of customer-focused individuals who champion and support a leading critical event management software platform.

You will be crucial in delivering exceptional technical support to OnSolve’s premium-level clients in our dynamic Software as a Service (SaaS) environment.

This role demands an individual with the technical aptitude to resolve complex issues and ensure high-quality client satisfaction.

You will lead and participate in customer-facing calls, helping to communicate progress updates, action plans, and resolution details.

You will be part of a team helping ensure we have customers for life.

Responsibilities

• Provide top-tier technical support to premium-level clients, ensuring prompt and effective issue resolution.
• Serve as a primary point of contact for escalated technical inquiries and issues for OnSolve’s top customers.
• Analyze and diagnose technical problems, offering solutions or workarounds to meet clients' needs.
• Collaborate with cross-functional teams to address and resolve complex technical challenges.
• Build and maintain strong relationships with premium-level clients.
• Understand clients' business objectives and tailor support services to meet their unique requirements.
• Ensure the delivery of high-quality technical support services, striving to exceed client expectations.
• Monitor and report on key performance indicators (KPIs) related to support services.
• Participate in initiatives to enhance support processes and efficiency.
• Stay updated on product features, enhancements, and technical specifications.
• Contribute to the development of support documentation and training materials.
• Regularly report on support metrics, customer satisfaction, and team performance to your book of clients
• Other duties as assigned.

Qualifications

• Associate Degree in Business or Business Administration or equivalent work experience.
• Five plus years of experience in a technical support role, preferably in a SaaS environment
• Strong technical aptitude and problem-solving skills
• Proven track record working with and maintaining relationships with high-profile enterprise customers
• Working knowledge of API configurations and troubleshooting
• Demonstrated experience with Single Sign-On, DKIM, DNS, and basic software troubleshooting.
• Excellent verbal and written communication skills, with proven ability to maintain SLAs and CSAT scores.
• Ability to manage and prioritize multiple tasks efficiently.
• Customer-focused with a commitment to delivering exceptional service.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Last updated : 2024-03-04