Customer Service Technical Specialist

Full-time

Saige Partners

Customer Service Technical Specialist Dubuque, IA

Customer Service / Experienced Help Desk Analyst

Saige Partners has partnered up with one of their premier customers in search for an experience Technical Specialist who specializes in a help desk environment. This experienced help desk analyst will be supporting internal and external issues that arise daily. 

Position Overview
Our  Team is responsible for ensuring our customers receive an outstanding customer experience and meet their business goals. Managers and Technical Specialists partner together with a shared goal of providing our customers with an exceptional experience with their software. They are committed to working with customers throughout the customers lifecycle and ensuring each one receives the maximum value from our solution. We work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives. This is not simply a vendor relationship. We are true partners with our customers.

Job Location: Surrounding Dubuque area

Role & Responsibilities:
The Technical Specialists primary role is to support the Managers in relation to all technical requests that our customers may have. The Technical Specialist will own and take responsibility for day to day customer technical requests and activities.

This includes:
Augmenting the implementation process by providing technical support
Assisting customers with Active Directory syncing, SSO setup, and other technical tasks
Creating and maintaining training video, document, and course materials to support their software Platform
Owning and taking responsibility for product testing in cooperation with our product development team
Trouble shooting and logging customer support requests
Prioritizing and escalating issues when needed
Ability to recognize client concerns and concisely communicate the next steps to validate their concerns
Providing technical support and training for our Partners

Required Skills and Experience:
Associate or bachelors degree
Technical support experience
General IT knowledge
Ability to support multiple customers and implementation projects simultaneously
Exceptional communication and presentation skills
High energy and positive attitude
Ability to perform in a deadline-oriented work environment
Strong organizational skills with exceptional attention to detail required to ensure accuracy and effective execution of all projects and tasks undertaken
Ability to work independently as a self-starter
Proficient with Microsoft products
Flexible Hours due to our global nature, you should expect calls and remote meetings early mornings and/or late evenings

Preferred Skills and Experience:
AD/SSO experience
Experience with Salesforce.com
Experience with Gainsight
Customer training experience
Experience with client implementations of software solutions
Experience in working with international cultures

Tagged as: Customer Service Technical Specialist