Premier Support Technician

Summary

As a Premier Support Technician, you will play a crucial role in delivering exceptional technical support to premium-level clients in our dynamic Software as a Service (SaaS) environment. This role demands a customer-focused individual with a technical aptitude, dedicated to resolving complex issues and ensuring client satisfaction.

• Provide top-tier technical support to premium-level clients, ensuring prompt and effective issue resolution.
• Serve as a primary point of contact for escalated technical inquiries and issues.
• Analyze and diagnose technical problems, offering solutions or workarounds to meet clients' needs.
• Collaborate with cross-functional teams to address and resolve complex technical challenges.
• Build and maintain strong relationships with premium-level clients.
• Understand clients' business objectives and tailor support services to meet their unique requirements.
• Ensure the delivery of high-quality technical support services, striving to exceed client expectations.
• Monitor and report on key performance indicators (KPIs) related to support services.
• Participate in initiatives to enhance support processes and efficiency.
• Provide valuable insights for improving product usability and client experience.
• Stay updated on product features, enhancements, and technical specifications.
• Contribute to the development of support documentation and training materials.
• Regularly report on support metrics, customer satisfaction, and team performance to company leadership.
• Design and implement training programs to enhance the technical and soft skills of the Premier Support team.
• Participate in an on-call rotation schedule, ensuring availability for urgent technical issues with compensation provided for on-call duties,

• Minimum of 2 years of experience in a technical support role, preferably in a SaaS environment
• Strong technical aptitude and problem-solving skills
• Excellent communication skills, both verbal and written.
• Ability to manage and prioritize multiple tasks efficiently.
• Customer-focused with a commitment to delivering exceptional service.
• Familiarity with support ticketing systems and customer relationship management (CRM) tools.
• Proficient in relevant application software, including but not limited to: MS office, MS PowerPoint, MS Project, Multi-line Call Center software, client communication tracking software.
• Travel 10
  % or less