Senior Customer Support Specialist

Boston, MA, United States

**Senior Customer Support Specialist**

at Archibus + Serraview Job Board Boston - Remote iOFFICE + SpaceIQ is making workplaces smarter and employee experiences better. Businesses that need a centralized data-driven platform to make better informed decisions about real estate, want to plan and manage a more productive and efficient work environment, and want to give their employees a frictionless experience so they can do their best work, come to iOFFICE + SpaceIQ. Our mission is to help businesses of all sizes reach their full potential by creating great workplaces that attract and retain the talent they need to grow and succeed. If you are looking for a dynamic, entrepreneurial career opportunity, join SpaceIQ and our suite of products: Archibus, Serraview and SiQ in transforming the workplace.

**Senior Customer Support Specialist:**

As a Senior Customer Support Specialist (Sr. CSS), your primary responsibility will be to provide second level support to SpaceIQ clients. To do this, you will learn how to use and configure our software and will also learn about our clients more complex needs and business processes. You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while also escalating tickets to development teams and others.

**Essential functions and primary duties may vary, but include:**

* Provide tier 2 and tier 3 technical support for customers via both email and phone

* Bethe first escalation point within the Support team for complex issues

* Act as a backup Incident Manager when Support manager is unavailable coordinating communications around ongoing incidents

* Meet with clients to discuss progress on escalated issues

* Perform tier 3 support activities, including: SAML and SFTP configuration, instance restarts, running SQL lookup queries for diagnostic purposes, using logging tools like Sentry and Datadog.

* Provide tier 1 technical support on days where required

* Record issue progress in our incident tracking system

* Be available to provide customer support between 9 AM and 5 PM Eastern Time

* Accept ownership for incoming issues from receipt through resolution

* Collaborate with fellow Customer Support team members on complex issues and solutions

* Communicate client feedback to other internal teams and stakeholders

* Support mission-critical customer production environments

* Create end user and internal knowledge base documentation

* Have passion and enthusiasm for being a part of an organization providing best-in-class global customer support

* Perform other duties as may be assigned.

**Capabilities / Skills:**

* Excellent customer service skills.

* 2+ years of experience in technical support is desired.

* Technical experience in at least two of these areas: SQL Server, SAML, server management for SaaS products, corporate real estate or facilities management software, understanding of agile development practices.

* Excellent verbal and written communication skills with both technical and non-technical individuals.

* Ability to establish and maintain strong working relationships with key internal, partner, and customer personnel.

* Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail.

* Skill in the use of personal computers and related software applications.

* Capability to take on new challenges and continually learn about applications and technology.

* Self-motivated with the ability to manage time and stay organized.

* Knowledge of the software development lifecycle and end-user support processes.

* Previous experience with Facilities Management or Corporate Real Estate software.

**Education:**

* Bachelors degree in technical, business, or industry discipline

**Benefits:**

* Health, Dental, & Vision

+ Dependent, Spousal and Domestic Partner coverage available

+ Up to $1000 Company HSA Contribution

+ Medical, Dependent Care and Limited FSA Accounts

* Income Protection and Replacement - 100% Company Paid

+ Short Term Disability

+ Long Term Disability

+ Life Insurance

* Cash accumulation and Work/Life balance

+ Up to 4% - 401(k) company match (immediate 100% vesting)

+ 10 Paid Holidays

+ Flexible PTO

**Whats in it for you:**

* Be a part of a company that is changing the workplace.

* Be a part of a fast-paced global team.

* Awesome New Hire Welcome Package.

*** Please note that this position is 100% remote.**

**An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.**

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As set forth in Archibus + Serraview Job Boards Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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