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: