Become an expert in the product.

You should have an IT related degree, several years of professional experience, and a passion for solving problems.

Familiarity with SaaS solutions is preferred.

Proactively manage and respond to support tickets.

Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day.

Understand, interpret, reproduce, and diagnose customer problems.

Perform Root cause Analysis.

Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.

Teach solutions to customers.

Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system.

Experience previously working with customers is essential.

Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary.

Configure customer systems to meet requirements.

Meet individual case management and SLA Goals.

Operate as a subject matter expert in at least one product area.

Minimum Qualifications:

Bachelor’s Degree in Information Technology, or similar field of study, or commensurate professional experience.
Three or more years of customer service experience.
Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. V07052023 1 MONTGOMERY STREET, SUITE 2150 | SAN FRANCISCO, CA 94104 | FIRSTUP.IO
Ability to communicate effectively with customers.
Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
Demonstrated experience in one or more of the following additional areas:
Database technology (SQL); Web technology (HTML, JavaScript, CSS,XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs

Technical Support Engineer

Firstup

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