At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology. Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
Our Values
Every employee is an owner with responsibility and credit for our progress.Leadership is in our build and we see change as a catalyst for improvement.We win as a team, committed to help our coworkers and customers thrive.
Position OverviewThe Firstup Support Team leverages the latest technology advances in AI-driven solution recommendations and predictive analytics, to maximize Customer self-service, while also partnering with Product and Engineering to limit chronic issue recurrence. This means that every day you will be learning something new about the platform and how Customers use it to achieve their own business outcomes, while coming up with your own solutions to challenges ranging from newly introduced products and features, to complex interactions with Enterprise IT Environments and third party products. We maximize our human capital to work on these new issues, and heavily rely on technology to resolve support queries related to known issues. This same philosophy applies to every role within the organization and requires skillful adaptability, developing deep subject matter expertise in specific areas that your peers can rely on you for, a curiosity-mindedness, and constantly questioning and challenging the status quo to continually improve and scale.
As a Technical Support Engineer, you will focus primarily on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low – moderate complexity and be able to manage your own priorities. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation.
Responsibilities
- 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.
Qualifications
- Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience required.
- Three or more years of technical customer support experience
- 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
- 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.
- Ability to communicate effectively with customers.
- Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
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