Technical Support Specialist (Remote)

• Role can be worked remotely within the US with a strong preference for someone available to work within the Pacific Time Zone.*
You love working with clients to maximize the efficient use of the product and quickly respond to operational issues. You also enjoy troubleshooting issues and streamlining updates and installations. You enjoy working with new clients to provide technical expertise on... setting up the required environment and software needed to run the TruStage ? Digital Storefront application.Position Title: Technical Support SpecialistLocation: home office/remoteType: Regular, full-timeReports To: Client Services Support ManagerOverview:Creating a streamlined installation process and troubleshooting tools that easily identify an issue are key in defining the relevancy and success of the products we provide to our customers. The response rates and results are not the only factors that customers evaluate when analyzing success, the implementation process and support they receive when they have an issue is also key. TruStage Client Services strives to not only provide support services to our customers but also ensure that we have implemented a product that is easy to use and easy to support. The key to providing great service is ensuring that we continually educate and consult with our customers beyond the traditional implementation and day to day support. We want to provide technical expertise to ensure that the environment that has been created is reliable and easy to use.Your role as Technical Support Specialist is to evaluate all aspects of the software to ensure that it is functional and integrates easily with the systems our clients use. The ease of maintenance of the software is just as important as the ease of the customer experience. This will help TruStage achieve our two main goals: increase TruStage market share by adding new customers and maximize the value and profitability for existing customers to minimize/eliminate client attrition.The primary groups that the Client Services Technical Support Specialist works closely with are:Implementation Team, assist project manager on client implementations: Developer(s), CTO, VP Product Development, VP Lending Strategy, VP Product Management, SVP Sales & Marketing, and SVP Client ServicesClient Services Support, assist with reviewing technical cases to provide quick resolution or workaround for any issues reported. Create scripts and software patches when necessary.Learning and Development, to help develop best practices and monitors to ensure system is stable and scalable.Product Management, Development and Quality Assurance, provide a feedback loop from the client base and Advisory Board to identify ways to streamline the current processes in implementation and support including installation tools, error messaging, and documentation.Sales and Marketing, assist sales on technical discussions with prospects to ensure they understand the design and flow of the system. Join technical discussions for integrations providing tips and guidance to streamline any integration required. SVP Client Services, SVP Sales & Marketing, Marketing Manager, Sales Manager, CEO, COO, WAC.

Responsibilities:

SCOPE:

Actively engages client services support and implementation to assist with assessing and resolving any technical issues that arise.
Works effectively and efficiently to achieve two goals: defining best practices and strategies for successful client installations and upgrades.
Serves on project teams for new software versions prior to deploying to customers
Effectively manages time to meet schedule, assigned tasks, and goals
May be required to travel from time to time

DELIVERABLES:

Assist client services in addressing technical issues with software, environment, and network restrictions.
Create technical documentation for easier installations, use of the software, and database schemas.
Provide technical training for support and implementations teams. e.g., basic SQL database queries, executing scripts, and evaluating logs to identify common issues.
Define, develop, train, implement, and monitor process control points and improvements necessary for defect elimination to minimize issues with customer deployment.
Create data imports into HubSpot to help create metrics and reports for specific data.

TECHNICAL/FUNCTIONAL SKILLS:

Demonstrates excellent communication skills, both written and verbal, and communicates clearly in all situations
Handles day to day questions, both technical and non-technical, to ensure timely responses to customers with minimal escalation to development
Prioritizes work to meet multiple deliverables and deadlines
Works closely with Implementations and Support teams to fully understand/address any issues/concerns that could impact campaign results.
Thinks strategically to find and implement new and better solutions
Manages relationships effectively, and applies analytics, diplomacy, and creativity to decision making and conflict resolution
Improves the customer experience by understanding and focusing on what?s important, measuring how we are doing and driving the necessary actions to improve.
Learns from successes and mistakes and applies the learning
Regularly solicits feedback from peers, staff and managers, and applies the learnings to enhance their own performance and capabilities.
Must embody the company?s core values and help foster a culture of transparency, integrity, and honesty

QAULIFICATIONS:

3+ years in Technical Support with a deep understanding of Consumer Lending
Experience installing and configuring Windows Server, SQL Server, and IIS is required.
Experience running SQL scripts and PowerShell scripts is required
Basic knowledge of networking skills such as subnets, routing and DNS is desired.
Experience with Azure DevOps is desired.
A Bachelors Degree is desired
Strong organizational skills and the ability to problem solve and work in a team environment
Demonstrate excellent technical, analytical, and logical thinking skills.
Exceptional time management skills, the ability to shift gears quickly, wear multiple hats and anticipate issues vs. always having to react to them.
Prior experience working in a fast-paced, entrepreneurial and deadline driven environment is preferred.

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:
$81,100.00 - $121,600.00

TruStage has received numerous awards for being a top place to work:

TruStage awards and recognition

Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.

At TruStage, we?re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what?s possible. We need you to help us shape what?s next. You?ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. If you?re ready to help make a difference, apply today.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the

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