Support Specialist

We are seeking a Support Specialist to join our team! This position will be focused on providing remote support for a custom software application to our client, their members and end users. This Support Specialist will be joining a professional services team which values collaboration and communication, pays attention to detail, and has a consultative mindset.

Responsibilities:

• Provide top quality customer service and timely technical support for end-user issues via phone, email, or video-conferencing
• Manage support ticket queue assignments, including end-user troubleshooting, internal solutioning/collaboration and ticket documentation in the support ticketing system
• Document all tickets thoroughly, including, but not limited to capturing contact information, conversation details, step-by-step resolutions, status updates, and additional comments
• Follow-up on tickets at pre-defined intervals until resolved
• Create and update internal and external knowledge base (documents, handbook, scripts, articles, etc.) for fixes to common user-related issues
• Assist in compiling a weekly management report to project leadership detailing key support metrics
• Participate in regularly scheduled and ad hoc project meetings with internal, external client, key stakeholder or end user audiences
• Build relationships within technical project team to document, respond, estimate, escalate or resolve end-user inquiries and/or software defects
• Perform other tasks as requested by Support lead, other project leads or company leadership

Qualifications:

• 2+ years of customer service experience, specifically working in a high-volume call center or similar professional environment
• Strong written and verbal communication skills
• Strong organizational skills and comfortable with multi-tasking or working on multiple projects at the same time
• Available to work off-peak days/hours such as before 9am CST/after 5pm CST on weekdays
• Able to deliver work that is of substantial quality with minimal errors in a deadline-oriented environment
• Able to organize and document your own work independently
• Resourceful and can provide adequate solutions to problems on your own, but takes initiative to escalate issues and collaborate when circumstances require

Additional preferred qualifications/experience:

• Associate’s degree or equivalent work experience; Bachelor’s degree preferred
• Familiarity with Jira Service Management or equivalent ticketing system
• Familiarity with Zoom phone system or equivalent teleconferencing tool
• Familiarity with internal communication tools such as Slack, Microsoft Teams
• Experience working in software development industry or company
• Experience working in financial or regulatory industries

Details:

Job Type: Full Time
Salary: $60,000.00 - $75,000.00 per year
Remote candidates welcome, particularly those located in Central or Eastern Time Zones.

About us:

Founded in 1998 by software engineers, Breakthrough Technologies (BT) builds web applications, K-12 and Professional assessment solutions to address a wide variety of complex problems. In addition to assessments, we develop custom web applications when out-of-the-box solutions don't offer what a client truly needs or wants.

For our clients, we won't redirect you to mainstream, costly technology in order to find a solution to your problem. We will communicate with you to develop a smart, creative solution using open-source products that perfectly fits your needs. We leverage proven platforms, such as TAO and Drupal. We also deliver Javascript, Amazon Web Services (AWS), and other end-to-end services. We are 100% based in the U.S. with offices north of Chicago, right next to Northwestern University.

Breakthrough is an equal opportunity employer and we are committed to promoting equal employment opportunity. No employee or candidate will be discriminated against based on: age, race, color, physical or mental disability, national origin, ancestry, citizenship status, order of protection status, pregnancy, religion, sex or gender, sexual orientation, marital status, arrest record, military status, unfavorable discharge from military service.