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Technical Support Representative

Job Overview

The Technical Support Representative has a primary focus on client technical issues in support of our software. This role will work closely with our development team as a liaison between our clients and the engineering teams. Any technical problems that warrant a more in-depth and technical investigation will be documented by the Technical Support Representative and escalated to our product engineering department.

The TSR is responsible for troubleshooting, diagnosis, resolution, and escalation for all technical issues. Learning every aspect of the product and becoming an absolute expert in the setup, day-to-day use, and troubleshooting of any issues will be critical. As updates are rolled out to the product, the TSR will be responsible for learning new features prior to them going live and disseminating that knowledge to our clients and internal team members.

The ideal candidate will have a patient temperament, friendly demeanor, and ability to clearly communicate technical solutions in a non-technical way. It is important that they have active listening skills and communicate with written follow-ups in order to tactfully communicate directions. A “customer first” attitude is inherent in every step a Technical Support Representative makes.

Responsibilities:

  • Update and maintain technical support portal documentation
  • Develop internal and external facing training materials for new/existing features
  • Test reported issues to see if the issues can be reproduced before escalation
  • Escalate technical issues to QA/Dev teams
  • Provide product feedback to QA/Dev teams
  • Identify browser and device specific issues
  • Provide guidance to customers on software configuration issues
  • Respond promptly to customer inquiries
  • Respond to client forum posts regarding technical and general support inquiries
  • Ensure customer satisfaction and provide professional customer support
  • Listen to descriptions of customer issues and determine how they can be fixed
  • Learn our products inside and out so that you can confidently answer any question presented by a client

Qualifications:

  • Professional verbal & written communication skills
  • Experienced at writing technical documentation
  • Demonstrates problem solving/troubleshooting skills
  • Experience supporting SaaS and/or mobile app products
  • Familiarity with CRM products (supporting or using)
  • Excellent customer service skills
  • Effective written and verbal communication skills
  • Ability to organize and manage time effectively
  • Quickly adapt to changing environments
  • Proficiency in G-Suite and Microsoft Office 365 programs
  • Tech-Savvy / Ability to learn new systems
  • Performs well under pressure
  • Models the Scorpion culture

Experience:

  • 3+ years’ experience in technical software support or similar role
  • Bachelor’s degree

How to Apply

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