Senior Product Support Specialist at ScaleFactor

| Austin
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ScaleFactor, Austin’s Best Place to Work in 2017-2019, is a high-growth tech company that combines intuitive software with a dedicated team of in-house experts passionate about solving businesses’ accounting and finance needs. We are not your typical SaaS / Financial Technology company and you are not the typical Senior Product Support Specialist. If you are starting or in the early stage of your career, passionate about technology and innovation, looking for a cutting-edge place to learn, thrive and grow, let’s talk!


JOB TITLE: Senior Product Support Specialist


ABOUT YOU:

You are a multi-tasker and can handle and deliver on competing priorities and deliverables. Your can-do attitude inspires your team and your speed in accomplishing tasks helps you thrive in a fast-paced, evolving environment. Your incredible attention to details enables you to identify and resolve problems quickly while you gather and analyze information accurately. You are technically competent and can read through messages quickly for content and determine customer issues. You have the ability to take complex ideas and communicate them and your superior communication skills enable you to get your point across completely and effectively. Your adaptability and resourcefulness to drive results create a direct impact in all areas of ScaleFactor, now and in the future.


Responsibilities:

Our Senior Product Support Specialist will work closely with our messaging specialists, product and engineering groups and other stakeholders. Tasks will vary day to day but will include the following:

  • Providing Tier 2 support to customer inquiries that are software product related
  • Reviewing and determining the next course of action based on message content
  • Report bugs based on customer feedback
  • Determining next steps that meet customer needs quickly and accurately 
  • Maintaining accurate information and closing support requests in a timely manner
  • Upholding our Service Level Agreement of 24 business hour response time to all incoming requests 

Qualifications:

  • At least 3-years solid experience in a high volume comparable support role
  • Proficient in using software and working knowledge of Software concepts
  • Experience using a software ticketing system similar to Jira, Confluence or ZenDesk

Bonus points:

  • Bachelor’s or Associate's degree in Computer Science
  • Experience working for a software company
  • Financial Technology start-up company experience
  • Demonstrated results or proven track record in driving several projects simultaneously
  • Have worked with business owners and senior employees in previous roles

PERKS:

  • Work at one of Austin’s Best Places to Work in 2019 - Amazing culture, dynamic office, and work alongside the best and brightest in the industry
  • Competitive wage based on experience
  • Unlimited vacation, flexible hours and optional work offsite days
  • Potential for stock options
  • Unlimited cold brew coffee
  • Dog and cat friendly offices located in hip East Austin

JOIN US!

If this role describes you, we look forward to receiving your complete application online!

  • Your one-page resume highlighting skills and requirements for the Senior Product Support Specialist position

Keywords: communication, messaging, specialist, ticketing, software, customer support, customer service, software support, call center, planning, attention to detail 

Other:


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Ember.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • DriftCRM
    • HubSpotEmail
    • Google SuiteEmail
    • Outreach.ioEmail
    • SalesforceEmail

Location

ScaleFactor is located in the up and coming East Austin neighborhood filled with eclectic restaurants, trendy bars and friendly neighbors.

An Insider's view of ScaleFactor

What’s the vibe like in the office?

We have a vibe unlike any office or business I have worked at. Our office is less about a location (although, we have a great space) and more about combining the variations in background and taste that everyone brings to the table. It’s so fun to watch us all grow and mesh together to create the “ScaleFactor vibe” knowing we all have a part in it.

Morgan

Earned Media Coordinator

How do you collaborate with other teams in the company?

ScaleFactor is fast paced with lots of moving parts, so collaboration with other teams is key to keeping everyone on the same page. From understanding feature priorities from sales, working with marketing on product launches, to training and support for other internal teams, every team works together to keep us headed in the right direction.

Peter

Lead Sr Software Developer

How has your career grown since starting at the company?

Being one of the first employees, I can honestly say I’ve had a fun and unique experience. Since joining ScaleFactor, my career has skyrocketed! From working one on one with entrepreneurs to world class venture capitalists, I've developed an extensive catalog of experiences to draw from that have helped to prepare me for my career moving forward.

Zach

Controller

How do you empower your team to be more creative?

Creativity and evolution are at the core of ScaleFactor. We are constantly breaking the mold to find a better way to achieve our goals. In the accounting world of black, white and red we want to think outside of the box. Asking open-ended questions and why not. Failure is not seen as negative here. Enabling our team to try new ideas is imperative!

Kristen

Customer Experience Manager

What are some social events your company does?

We put on happy hours, catered lunches, craw-fish boils and so many others! One of my favorite events that we host is our annual Summer Celebration. We choose to do this celebration to ensure we’re getting the company together with their spouses and children. We want to spend time with our team member’s support systems too!

Tynisha

Headquarter Manager

What are ScaleFactor Perks + Benefits

ScaleFactor Benefits Overview

Technology is nothing without the people behind it. It takes a team to build something great. Together, we work hard, learn from one another and celebrate our wins. We offer competitive salary based on experience. Health, dental, and vision benefits package. Unlimited vacation, flexible hours and optional work offsite days. We offer stock options for all our full time employees. Unlimited cold brew coffee, snacks, catered Friday lunch, and meals on work late days. We also welcome dogs and cats in our pet friendly offices located in hip East Austin!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
ScaleFactor provides unlimited snacks, coffee, cold brews and drinks.
Some Meals Provided
ScaleFactor provides weekly catered meals on Fridays.
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Paid industry certifications
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