Tier 2 Support Specialist - Remote

September 20

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Helping advisors grow their business through extraordinary marketing.

Automated Marketing • Financial Services Marketing • Websites • Digital Marketing • Social Media

201 - 500

💰 Series A on 2016-08

Description

• Investigating and triaging product or technical issues • Act as the final escalation point for support line and tier 1 support. • Investigate complex issues related to the product functionality, performance or other technical challenges. • Create bug tickets using ClickUp as issues are confirmed or reproduced. • Collaborate closely with QA, product management and engineers to troubleshoot, document and determine priority of issues. • Assist QA engineers with testing, deployment, verify fix on production and communications to involved parties. • Maintain a consistent record of diagnosing and resolving product or technical issues in a timely and efficient manner. • Assist in the creation and refinement of technical documentation.

Requirements

• At least 2 years of experience in a similar role such as a technical support, analyst or specialist role. • Experience with messaging/phone/telephony systems (SMS). • Experience working with web applications. • Mobile app testing or mobile app support experience. • Strong technical background, excellent problem-solving skills, and a passion for technology. • Strong verbal and written communication skills. • Self-motivated with the ability to work independently. • Fast learner & strong team player. • Willing to help your teammates, share your knowledge with them, and learn from them. • Bonus points if you have Experience with API testing and associated tooling. • Experience with basic programming or scripting languages (C#, typescript, python). • Database management. • Experience with QA testing or automation.

Benefits

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week • Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave. • Robust Insurance Plan including: Medical with $0 co-pay, Telehealth plan, Dental, Vision • Health Savings Account (HSA) with generous employer contributions • Flexible Spending Accounts (FSA) • Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage • Company-paid Short & Long Term Disability coverage • Company-paid Employee Assistance Program (EAP) • Matching 401(k) with immediate full vesting • Employee Events Committee that plans fun in-person and virtual events • On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit • Internet & Gym Reimbursement! • Work computer equipment is provided to help you succeed :)