Your Key Responsibilities
Technical Support
- Provide advanced troubleshooting and resolution of escalated technical issues related to our SaaS solutions.
- Work on complex, multi-faceted problems, often involving intricate issues within tax and/or law.
- Use a variety of tools and logs to investigate and resolve issues quickly, ensuring a fast resolution to the user.
Customer Engagement
- Act as a point of escalation for Tier 2 support staff, handling critical customer issues that require advanced technical expertise.
- Maintain high customer satisfaction by ensuring timely and effective resolutions, clear communication, and providing proactive updates.
- Develop and maintain strong relationships with clients, becoming a trusted advisor for our SaaS users.
Collaboration with Stakeholders
- Collaborate with Product, Content, Technical and other teams to investigate and resolve clients' queries.
- Identify common customer pain points and work with product teams to suggest improvements or new features that address these issues.
- Act as a bridge between support and engineering teams, ensuring that customer feedback and bug reports are communicated clearly and acted upon.
Knowledge Sharing
- Foster a collaborative culture which focus on knowledge share and mutual help and guidance.
- Document solutions, workarounds, and best practices in internal knowledge bases to help improve team efficiency.
- Continuously improve and optimize support workflows and processes to enhance team performance.
Incident Management
- Take the lead during critical incidents and outages, managing communication with internal stakeholders and driving resolution.
- Participate in post-incident reviews to identify root causes and implement preventive measures to avoid recurrence.
Technical Expertise
- Strong experience with SaaS platforms, and/or cloud-based technologies.
- Proficiency in troubleshooting at the system, application, and network levels.
Problem-Solving & Analytical Skills
- Excellent troubleshooting skills with the ability to quickly identify and resolve complex technical issues.
- Strong critical thinking and problem-solving abilities, with a focus on customer experience.
- Ability to break down complex technical concepts into clear, understandable communication for customers.
Customer-Focused Mindset
- Excellent verbal and written communication skills with the ability to communicate technical issues effectively and guide users step by step.
- Experience in handling customer queries including managing difficult situations with professionalism and empathy.
Soft Skills
- Strong interpersonal skills and the ability to work collaboratively with cross-functional teams.
- Ability to manage time effectively, prioritize tasks, and work under pressure in a fast-paced environment.
- Strong analytical skills and change management skills as well as the ability to independently drive initiatives forward.
- Identifies opportunities to improve processes and strategies.
- Able to manage a range of stakeholders with responsibility covering multiple software applications.
Qualifications
- Ideally, you'll also have 4+ years of experience in a technical support role, preferably within a SaaS or cloud-based environment.
- Experience with database queries (SQL, NoSQL), APIs, and integration issues.
- Knowledge of web technology and familiarity with cloud infrastructure (AWS, Azure).
- Experience working with ticketing systems and support management tools.
- Experience in a large global organization ideally within the legal and/or tax.
- Familiarity with ITIL or other incident management frameworks.
- Knowledge of GDPR and other security best practices in SaaS environments.
- Prior experience as a senior support engineer or team lead is a plus.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
