Technical Support Specialist

$58,000 - $80,000/Yr

Datasnipper - New York, NY

Full-time - Mid Level

New York, NY

About the position

The Technical Support Specialist will play a crucial role in providing technical assistance and support for DataSnipper products, ensuring successful deployment and high customer satisfaction. This position involves managing support cases, troubleshooting software issues, and acting as a liaison between customers and various internal teams.

Responsibilities

• Managing support cases to ensure issues and incidents are recorded, tracked, resolved, and follow-ups are done in a timely manner, which can include participation in on-call support
• Providing technical support for installations, configuring cloud connections, and integrations with other platforms
• Advising clients on how to best implement DataSnipper in their environment
• Being the subject matter expert for all technical questions to Customer Success, Sales, Product, and other departments
• Gathering and sharing customer feedback with Engineering, Product, Sales, and Customer Success teams
• Verifying the correct functionality of the implementation and new versions of the product
• Completing troubleshooting and providing IT support for core business applications and operating systems
• Providing desktop support, local network and printer support, including installation, provisioning and diagnostics
• Managing user accounts and privileges
• Coordinating technical assistance from suppliers as necessary
• Proactively identifying issues and potential improvements
• Contributing to internal knowledge base and sharing information about technical issues within the team
• Providing training to new and existing team members and helping with the onboarding process for new customers
• Completing all relevant administrative tasks in accordance with established policies & procedures

Requirements

• 3+ years of experience working as a technical support specialist
• Experience troubleshooting common software issues in a SaaS environment
• Experience in troubleshooting and problem-solving software issues
• Experience in technologies such as the Windows Operating system, Windows installers, and Microsoft Azure
• Good English written and communication skills
• Customer-first mindset

Benefits

• Salary Range: $58,000 - $80,000
• Share appreciation rights
• Competitive benefits package
• International working environment with a diverse team
• Office in a central location in Chelsea, New York