Technical Support Specialist

January 15

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Heard

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Heard is an accounting platform specifically designed for therapist entrepreneurs. The company offers a comprehensive suite of financial management tools, including bookkeeping, tax planning, payroll processing, and business formation services. These services are tailored to help therapists manage their financial affairs, save time on financial record-keeping, maximize their tax savings, and enhance their practice's financial health. Additionally, Heard provides valuable resources such as articles, checklists, and guides to further support therapists in running their businesses effectively. The platform emphasizes ease of use and reliability, offering personalized support to its users.

11 - 50 employees

💸 Finance

☁️ SaaS

🤝 B2B

📋 Description

• A Technical Support Specialist is expected to be able to take a complex technical issue and break it down into actionable troubleshooting steps which either result in the issue being resolved or in the issue being understood well enough to document for Product and Engineering to fix in cases where it is the result of a bug. • This role will also oversee the curation of bug and feature request tickets and manage problems and incidents from the Product Support perspective, so an attention to detail and clear communication skills are essential when helping to translate customer feedback or reports into meaningful, actionable bugs or feature request write-ups. • In addition to customer tickets, a Technical Support Specialist is expected to be a master of the product and to serve as a resource for fellow members of the Customer Support team and Heard team broadly who may have questions. • When not working tickets, Technical Support Specialists may be assigned project work including documentation to review or write, internal macros to overhaul or improve, bug or feature request tickets to audit, new features to QA/test, training to prepare for new feature releases, or other miscellaneous efforts that would benefit our customers and our other

🎯 Requirements

• You possess excellent written and verbal communication skills • Experience serving as quality assurance for escalated customer requests and bugs • You’ve demonstrated technical support experience, preferably in an early-stage SaaS B2B setting with a rapid pace of product development and emergent issues • Ability to think on one’s feet, learn a complex product inside and out, and discover creative methods to resolve customer issues • Demonstrable experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with Engineering & Product teams to ensure resolution • Understand best practices for troubleshooting frontend and backend issues with web applications, and integrations leveraging API; e.g. REST, SOAP, GraphQL, etc • Experience supporting integrations with Plaid, Stripe, or other similar platforms