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Technical Support Specialist - Bellevue, NE

Tigerpaw Software Bellevue, NE
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Job Description

Tigerpaw is on the prowl for a quirky, fun and friendly Technical Support Specialist to help handle incoming customer support requests, troubleshoot technical issues, and provide an amazing customer experience for our customers.

This role has a direct impact on the businesses of our customers and will be best filled by someone who can empathize with our clients to help them find solutions to their technical questions. Solid troubleshooting skills are a must, as are excellent customer service skills, and the ability to interact collaboratively with members of our team from every department at different times of the day and at varying levels of caffeine intake.

As a member of our Support Team, your role’s critical function enables the success of our clients. The ideal candidate will understand technology, enjoy diving into complex problems, be willing to take on new tasks and projects as they present themselves, and work to add to the oddball shenanigans and overall awesomeness of our team.

You will be empowered to work cross-collaboratively across the organization to find solutions to your customers’ tickets. When a client has a monster of a problem that seems to stump everyone, you will leave no stone unturned, no office unasked, no code unpoked, and no coworker unconsulted to solve the issue and find the exact solution your customer needs to kick their troublesome errors to the curb and come out victorious. You won’t be satisfied until you look everywhere for the right answer. You will channel your inner Tommy Lee Jones to perform “a hard-target search of every gas station, residence, warehouse, farmhouse, henhouse, outhouse, and doghouse in that area. Checkpoints go up at fifteen miles. Your fugitive’s name is Service Order #0830614222. Go get ‘em.”

This is a challenging position that requires a mix of sound technical knowledge and interpersonal relationship skills: You will need to find solutions to complex technical problems while understanding you are working with people who rely on you to keep their business running at peak performance.

On any given day, this role may call upon you to assist customers with complicated technical questions, learn new techniques in our core platform, work cross-departmentally to research solutions, answer phone calls, respond to emails, judge “fiercest moustache” competitions, engage in gif or meme wars on Slack, and assist in frying up unhealthy amounts of bacon as occasion demands to help fuel our hungry Tigers. (Breakfast burritos and coffee should excite you.)

We value passion, creativity, sound troubleshooting skills, ownership, accountability, team collaboration, and building up each other through positive and encouraging mentorship backed by heartfelt high-fives and fist-bumps.

If the idea of working with a great team gets your blood flowing, in an environment that embraces modern ideas on leadership, company culture, and team building; if you put people first; and if you’ve read the leadership bios on this page and you’re not scared away by our quirky culture — then maybe you’re the Tiger we’re looking for. (There will be a Roar test.)

 

Summary and Responsibilities:

Tigerpaw is looking for a rock star to join our Support Team as our newest Technical Support Specialist. How do we define “rock star”? You should be an excellent musician and have appeared a minimum of two times at Radio City Music Hall, opened for a band of at least Rob Zombie’s caliber, and likely you have Dave Grohl’s personal cell number on speed dial. Also, you should be comfortable with and appreciate over-the-top sarcasm like the previous sentence if you are going to survive in our Support Team’s bullpen. I mean, there’s an actual bull. (Again, sarcasm. There’s no bull; unless you count the bull$h!t.)

This person will be responsible for assisting our customers with their technical questions by fielding support tickets through multiple channels including phone, email, live chat, and the occasional dusty telegram delivered by that friendly chap from Western Union who shows up every second full moon in the battered bellhop uniform to steal a beer out of our breakroom fridge. He’s good people. —wait. Come to think of it he might be a ghost. Crap.

  • Hunt ghosts.
  • Provide tier one software and technical support assistance.
  • Provide solutions through multiple channels (phone, email, live chat, raven) to quickly and professionally assist our customers.
  • Escalate issues to the appropriate team, if necessary.
  • Act as a liaison between customers and other Tigerpaw teams to achieve issue resolution, find solutions, and inspire joy-joy feelings in all those around you.
  • Record customer interactions through our ticketing system. You understand that the processes are there for a reason and you embrace thorough documentation.
  • Embody and live by the company core values: Customer Success Driven; Passionate about Process; Adaptable to Change; Quirky, Fun and Friendly; Put People First.
  • Embrace and enhance the existing Tigerpaw culture, in all its Tigery glory. (Tiger puns are a bonus.)
  • Communicate openly, honestly, and directly with clients and team members.
  • Be willing to respectfully disagree when needed and make recommendations, even when they go against what was originally proposed. (Speak up! We want to do the right thing.)
  • Highly ethical in all endeavors.
  • Open to both receiving and initiating random high-fives and fist-bumps with your coworkers in the hallway.

 

Qualifications and Core Competencies:

This role provides privileged access to the inner workings of the Tigerpaw database and to customer information. The successful candidate will be excited to help our customers succeed, possess technical skills, have a passion for diving into Tigerpaw and learning the ins and outs of the platform. You will be an ardent zealota willing disciple — an enthusiastic supporter of the vision and values of Tigerpaw.

Think you’d be a good fit to join our Streak of Tigers? Here’s what we’re looking for:

  • Self-starter with the ability to multi-task, prioritize, and execute tasks in a high-pressure environment with minimal supervision. (We trust you to DO THE THING!)
  • Strong leadership aptitude and ability.
  • Excellent client service skills: you will work to help our customers succeed.
  • Strong communication skills and an openness to transparency.
  • Experience working in a team-oriented, collaborative environment where shenanigans don’t distract you, but rather you are fueled and made stronger by them.
  • Exceptional problem solving skills and decision-making abilities.
  • Ability to conduct research into application development issues and products.
  • Willingness to work flexible work hours to meet the needs of business requirements. We no longer have Support Team members work 36 hour shifts without a bathroom break (damn lawyers), but the occasional late night or weekend project may happen.
  • 3+ years’ experience technical support of PC, networks, and/or servers.
  • 3+ years’ experience MS SQL Server, MS Office suite, and Internet Information Services (IIS).
  • Understanding of basic accounting and business principles.
  • MCSE Certifications would be a plus.
  • Minimum of an Associate’s Degree preferred.
  • Associates in Computer Science/MIS related area or equivalent work experience will score you some bonus points.
  • A team-focused attitude and genuine desire to help your fellow Tigers and our customers.

 

Bonus! You identify with most or all of the following:

  • You have a lifelong love of learning and you’re not afraid to try new things.
  • You have an understanding of how your work can impact our customers’ businesses, and you recognize that team-driven work creates a better customer experience.
  • You can laugh at your mistakes and learn from them.
  • You understand what it means to be part of a no-ego team and you like the idea of getting to work with other fun, geeky, driven and productive professionals, multiple-disciplined thought leaders, and super nerds.
  • You appreciate a good high-five from a teammate over a great idea or a completed project.
  • You like the idea of trading in your suit or polo dress shirt for wearing comic book, video game, or band shirts to work. (And you dig the idea of having a closet full of Tiger-themed work shirts — and yes, we have managed to create some that have a tiger wranglin’ a dragon on them.)
  • You can take constructive criticism and feedback professionally and use it to help the team.
  • You want to learn how to do things better and you enjoy when a teammate shows you a new technique, strategy, shortcut, or random meme.
  • You like Star Trek or Star Wars. There is no right answer, but you should probably have an opinion on the matter.
  • You can keep calm under pressure and you are able to remain as cool as Frozone when the city is under attack.
  • You believe that Maslow’s hierarchy of needs is inherently flawed because it lacks both Wi-Fi and bacon for psychological safety.
  • You think people who say “that’s not my job” should be throat-punched.
  • You can productively work to hit team goals, but you are also capable of handling your individual projects — and you are always focused on driving projects to completion and success.
  • You have an upbeat attitude and you genuinely want to enjoy working with your team.
  • You currently feel like you have to tamp down, diminish, or hide your quirky, fun, friendly, and geeky nature; and you love the idea of working at a place that celebrates your quirkiness and allows you to let your geek flag fly.
  • You aren’t intimidated by the idea of answering a phone and having no idea what’s on the other end. And if you have a particularly rough call you can shake it off, grab a cup of coffee, go shoot a rack of pool, pet a coworker, and be good to go.
  • You can interact with a wide variety of people from different backgrounds and with different skillsets and personalities. (And you can play nice with all of them.)
  • The idea of being part of a growing scale-up company gets you excited. And the idea of helping to forge a modern workplace culture of empowered team members gets you pumped in a big way.
  • You want to have fun, but also get $h!t done.

 

This position offers a competitive compensation package in a relaxed, quirky, fun and friendly company culture. You will be expected to dive in quickly, and you will have the backing and support of our entire team. (We may throw you into the deep-end of the pool, but we’ll give you metaphorical arm-floaty things.)

What are you waiting for? Let’s hear your Tiger roar! (That means apply if you think this sounds like a cool gig — and we promise, it is.)

This full-time position reports to our Director of Support Michelle Jackson-Triplett.

CONTACT: Michelle Jackson-Triplett, mjackson-triplett@tigerpawsoftware.com

Job Details

Date Posted October 22, 2018
Date Closes November 21, 2018
Address 2201 Thurston Circle
Located In Bellevue, NE
Job Type Full-time Employee
Experience Level Intermediate (3-7 yrs. experience)
Shift
Daytime
Mon: 8 am to 5 pm
Tue: 8 am to 5 pm
Wed: 8 am to 5 pm
Thu: 8 am to 5 pm
Fri: 8 am to 5 pm
Positions Available 2
SOC Category 15-1041.00 Computer Support Specialists
Zipcode 68005
Name Michelle Jackson-Triplett
Address 2201 Thurston Circle
City, State and Zip Bellevue, NE 68005
Phone 402-592-4544

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Flexible Spending Accounts
  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • Domestic Partner Benefits
  • Domestic Partner Benefits (Different-sex)
  • Domestic Partner Benefits (Same-Sex)
  • Employee Assistance Program (EAP)
  • Life Insurance
  • Long-Term Disability
  • Medical
  • Short-Term Disability
  • Vision
  • Casual Dress
  • Child Care (On-site)
  • Employee Referral Program
  • Financial Planning
  • Flexible Hours
  • Free Parking
  • Holiday Party
  • Job-Sharing
  • On-the-Job Training
  • Paid Holidays
  • Paid Vacations
  • Remote Access
  • Sick Leave
  • Unpaid Leaves of Absence
  • Workout Facilities
  • Achievement Awards
  • Corporate Perks
  • Merit Increases

This job requires the following skills

  • Accepts and Learns From Criticism
  • Excellent Communications
  • Excellent Team Member
  • Microsoft Office
  • Microsoft SQL Server
  • Microsoft Windows Desktop
  • Technical Support

Course(s) relevant to the skills listed for this position

At a Glance
Enjoy these benefits
  • 401(k) Retirement Savings Plan
  • Flexible Spending Accounts
  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • And More ...
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