Job Description

Position : Technical Support Specialist - Level 1

Working Schedule : 8a-5p or 9a-6p CST

Salary Range : $2500-$3000 USD Monthly (the final salary will be determined by the candidate's level of experience and at the discretion of the client)

Overview

We are seeking a proactive, Technical Support Specialist (Level 1) to join our fast-paced team. This role is ideal for a candidate with proven SaaS company experience who thrives in a collaborative, high-integrity startup environment. You will be instrumental in providing frontline support, mastering our product, and contributing significantly to our core technical knowledge base. This position is a critical stepping stone, with an expectation of growing into a mentorship role within the first year.

 

Job Responsibilities

• Frontline Support: Serve as the primary point of contact for technical issues, effectively managing and resolving customer inquiries via the Zendesk ticketing system and communicating internally via Slack .
• Deep Troubleshooting: Rapidly diagnose, troubleshoot, and resolve complex technical challenges related to our SaaS platform, leveraging a deep understanding of customer workflows and system integrations.
• Knowledge Ownership: Proactively take the reins on ticket resolution, utilizing and expanding the existing knowledge base to achieve the highest level of first-call resolution.
• Escalation Protocol: Demonstrate a problem-solver mentality by exhausting all personal and knowledge base resources before escalating issues to the engineering or development teams.

 

Required Experience and Qualifications

• Industry Experience: 1–2 years of experience within the Fintech or Financial Services API space is mandatory.
• Platform Expertise: Proven experience working for a SaaS (Software as a Service) company .
• Support Experience: Must have hands-on, "in the trenches" experience responding to tickets in a fast-paced environment.
• Ticketing Systems: Demonstrated proficiency with Zendesk or a similar industry-standard ticketing platform.
• Company Size Preference: Experience working within small to medium companies is required, with a strong preference for startup experience .
• Scrappy & Driven: Ability to be scrappy and learn quickly , effectively managing a high volume of diverse technical issues.

Soft Skills & Cultural Fit

• Integrity & Honesty: Must Lead with integrity ; demonstrate high integrity and a commitment to being upfront and honest in all communications with customers and colleagues.
• Collaboration & Initiative: Must be someone who can collaborate and figure it out ; we are not looking to hold someone’s hand . Expected to take the reigns and show strong independent initiative.
• Builder Mentality: Identify as a builder and enjoy the process of developing, improving, and scaling a project or company.
• All Hands on Deck: Embrace an "all hands on deck" mentality, willing to assist across functional teams when necessary to support core business goals.

 

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