Technical Support Specialist

Portland, OR, United States

Location 2035 Northwest Front Avenue, Suite 300, Portland, Oregon **Description**

**Who We Are**

Foureyes is a rapidly-growing software company, named by the Technology Association of Oregon as the 2020 Rising Star Technology Company of the Year.. Were on track to become the leading sales intelligence platform and we need great people to get there. We are currently looking to add a Technical Support Specialist (internally referred to as Product Support Manager, Tier 1) to our Support Team.

**The Team**

The Product Support team is an integral part of the Foureyes organization, contributing results and action items for internal stakeholders and our clients. As part of the team, we expect collaboration and clear communication - amongst each other and with other teams. The team operates at varying levels of technical expertise, from Tier 1 to Tier 3 to ensure we have a path to resolution for any kind of obstacle thrown our way. The team thrives on autonomy and teamwork to tackle the days biggest challenge!

**The Position**

The Technical Support Specialist (internally referred to as Product Support Manager, Tier 1) is the first point of contact for our clients who may have questions on the functionality of our products or need a swift resolution on a technical issue. This role requires a nimble individual who can switch between client communications using user-friendly language and connecting with our internal technical contacts to resolve issues. On a day-to-day basis, the Technical Support Specialist will manage all incoming contacts from our clients and Client Success team via email, chat, and phone. This role ideally will be able to identify areas of opportunity for our product, our processes, and have a passion for being proactive as opposed to reactive. You will be a technical guru on all things Foureyes and have a desire for delivering results and ensuring a great client experience.

The perfect candidate has an excellent technical aptitude and is passionate about connecting the problems that customers experience into product innovation and improvement. They are the customers advocate to internal teams.

**Responsibilities**

As a Technical Support Specialist, youll be responsible for:

* Helping clients: Youll be the first line of defense when our customers think something is going wrong, keeping the situation calm and exhibiting excellent analytical instinct and troubleshooting skills in a single breath.

* Leveraging technology: Your role with technology will include expert mastery of Foureyes (obviously), and extend to support key infrastructure tech including Salesforce and Intercom among others.

* Identifying solutions: Youll hear challenges articulated by customers and other members of the product support team, and youll make recommendations to make life better.

* Managing ticketing process: Youll be responsible for the escalation process, as well as tracking and reporting performance metrics in alignment with department goals, including SLAs like ticket response times, ticket loads, and customer satisfaction.

* Fielding questions: You are a key resource for the organization as it relates to all things Foureyes. You are a resource for our customers and our internal stakeholders who may need technical support or an extra set of eyes on an issue.

**You are an ideal candidate if**

* **You love interruptions.** You understand that your job has two parts, reactive and proactive. You quickly shift gears between the two, staying focused and positive.

* **You are a natural problem solver.** When someone is having an issue, you hop on the phone and get to the bottom of it as soon as possible. You love getting your hands dirty and working directly with customers.

* **You have a history of success.** You have stories about how youve mastered Salesforce and translating complex technical concepts to clients. You have data about how great you are with analytics. You and your friends still reminisce about your perfect customer satisfaction streak.

* **Youre a born optimist.** You believe that there is a better way, so you try new things and get others onboard. Both internal partners and customers enjoy following your lead.

* **You are organized.** Things dont slip through the cracks on your watch. You connect the dots between business challenge and execution, and youre known for being accountable.

* **You communicate clearly.** You understand people, and they understand you. Youre just as skilled at writing, as talking to a customer on the phone or giving in-person feedback to a team member.

**Job Qualifications**

* Exceptional verbal and written communication skills

* Active listener with the ability to ask strategic follow-up questions

* Savvy in handling objections and identifying client concerns

* Excellent organizational skills and attention to detail

* Outstanding time management skills with a proven ability to meet deadlines

* Capability to prioritize tasks and to delegate them when appropriate

* Ability to function well in a high-paced and at times stressful environment

* Proficiency with Google Suite or related software

* Experience working in Salesforce Lightning, and Tableau

* Analytical problem solver, you love digging into an in-depth problem to get to the root issue

* Technical expertise, or a desire to dig into technology to identify a solution

**Education and Experience:**

* SaaS experience preferred

* 1-2 years of experience in a technical Customer Support function preferred

* A commitment to providing a diverse, equitable and inclusive workplace

* A team culture that prioritizes people over politics and forward-progress over egos

* A creative, fast-paced, high growth environment

* Competitive salary and health benefits

* 401k matching, Student Loan Repayment matching

* Commuter, Internet or Cell Phone subsidy

* Generous PTO days - in addition to paid holidays

* Career growth and learning opportunities to add new skills to your resume

**Sponsorship:**

Foureyes is not currently sponsoring work visas for this role. Authorization to work in the U.S. is required to be considered.

**Equal Opportunity:**

As an Equal Opportunity Employer, Foureyes is dedicated to providing a diverse and inclusive workplace, which includes unbiased recruiting, hiring, and employment practices. Applicants and employees are treated with respect, and provided opportunities free of discrimination of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital or parenting status.

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