XTN-95AF640 | APPLICATION SUPPORT SPECIALIST TIER 2

This position will work as a member of the Hedra customer support team. This support team is responsible for providing enterprise-level application support to customers and partners, and ultimately driving complete resolution to complex issues. All support interaction is done via phone, email, and web and measured by specific support KPIs established by Hedra. The ideal candidate will be flexible, detail-oriented, and highly skilled at working with customers. This position requires the ability to work with minimal direction, the capacity to work quickly, and identify and fix the root cause of technical issues. Having an eye for process and product improvement is critical as we look to the team for input on how to evolve our processes and our products. 

• Excellent Company Culture

• Employee Referral Incentive

• Opportunity for promotion

• Provide email, web, and phone support to Hedra’s customers and partners in a timely and accurate manner

• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs

• Document all support interactions and resolutions in the existing case management systems

• Actively contribute to our technical knowledge base, online community, and other technical documentation

• Submit well researched and well-determined bugs and feature requests arising from customer submitted requests

• Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements

• Work effectively with cross-functional teams including Sales, Support, Product, Customer Success, etc.

• Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels

• Participate in weekend/holiday on-call support rotation as needed

• Train and mentor new and jr. support staff

• Work on technical and non-technical projects

• Provide ideas and assist with creation of documentation and training material for external and internal content

• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers

• Achieve expert level with all Hedra’s products, offerings, and integrations

• Maintain or exceed our established service levels and productivity standards

• Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model

• Take on special projects as needed

• Other tasks and duties as assigned
  

• 2-4 years of direct, verifiable customer support experience in a fast-paced environment – preferably with an enterprise SaaS provider
• Strong written, verbal, and organization skills
• Strong understanding of technological platforms and web infrastructure
• Experience with enterprise social media networks
• Excellent problem solving, critical thinking, and analytical skills
• Quick learner; able to learn new technologies on own as necessary
• Ability to work effectively cross-functionally with Product, Sales and Customer Success.
• Excellent customer relationship skills (customer-facing, ability to assess customer needs and interact with all levels of management)
• Willingness to work off hours (nights and weekends) as urgent customer needs dictate
• Committed team player with the ability to function both independently and as part of a team
• Must be personable, friendly, and able to work efficiently under time constraints.
• In this position, you will routinely act independently while researching and developing solutions to customer issues
• Experience working with social media platforms and listings management software is a plus
• Experience working with local landing pages and SEO is a plus
  
  

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