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🐯 Technical Support Specialist

Tigerpaw Software Bellevue, NE
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** Remote and Local Applicants Welcomed**

 

Tigerpaw is on the hunt for a Technical Support Specialist to join our overly caffeinated team of Tigers.

The Technical Support Specialist is responsible for providing top-notch, customer-centric technical support to our customers.  In short, our Technical Support Specialists make sure Tigerpaw users get all the support they need to use the software effectively in their business.

Maybe you’re the Tiger we’re looking for?

You have a passion for providing technical customer support, delighting customers, and a desire to win by solving problems collaboratively.  You will work collaboratively with the Customer Success and Development teams to assist and solve customer issues.  At Tigerpaw, our purpose is to help technology services companies run better businesses and sleep better at night. Every function at the company takes part in helping to make our clients successful.

If this sounds like you, then welcome to the jungle, baby

This is a job and a company where you are encouraged to let your geek flag fly. We welcome your energy, enthusiasm, and the things you are passionate about.

In addition to playing a critical role in our customer retention efforts, you also will have the chance to be a member of a learning-focused company that values the soft skills that make coming to work awesome: communication, listening, being supportive of your team members, empathy, critical thinking, problem-solving, and how to high-five a co-worker while holding a fresh slice of pizza.

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’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 Technical Support Specialist to act as our newest team member. This person will be responsible for:

  • Delivering effective, customer-centric technical support via phone, live chat, and email
  • Diagnosing and troubleshooting technical issues, including software installations, upgrades, and network configuration
  • Asking customers targeted questions to quickly understand the root of the problem
  • Providing prompt and accurate feedback to customers
  • Tracking customer issues through to resolution, within agreed time limits
  • Properly escalating unresolved issues to appropriate internal teams (e.g. software developers)
  • Following up with clients to ensure the issue is resolved after troubleshooting
  • Prioritizing and managing several open issues at one time
  • Meeting or exceeding service levels and response time SLAs and working toward customer issue resolution at all times
  • Documenting technical knowledge in the form of notes for team use

 

Qualifications and core competencies

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

  • At least 3 years of IT Help Desk, IT service management, or technical support experience
  • At least 3 years of experience with MS SQL Server, MS Windows (desktop and server), MS Office suite, Internet Information Services (IIS)
  • Exceptional problem-solving skills and decision-making abilities
  • Excellent customer service skills 
  • Strong written and spoken communication skills
  • Experience in working in a team-oriented, collaborative environment
  • Ability to succeed in a fast-paced environment with a sense of urgency
  • Associate degree in Computer Science/MIS-related area or equivalent business experience
  • Additional skills preferred
    • SSL certificates 
    • DNS, SMTP, and POP3 protocols 
    • Basic accounting principles; knowledge of Intuit QuickBooks a plus. 
    • Process monitor and network monitor reporting
    • Azure Portal Administration

 

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 and you enjoy it when a teammate shows you a new technique, strategy, shortcut, or random meme. 
  • You can laugh at your mistakes and learn from them. 
  • You are obsessive about setting goals and being accountable to your teammates for achieving your goals. 
  • 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, driven and productive professionals and?multiple-disciplined thought leaders. 
  • You like the idea of trading in your blouses and blazers 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.) 
  • You like Star Trek or Star Wars. There is no right answer, but you should probably have an opinion on the matter. 
  • You are excited to help your team and coworkers, but you are also capable of handling your individual projects — and you are always focused on driving projects to completion and success. 
  • You like the idea of being part of a true work family where people genuinely care about each other, about customers, and about the success of the business. 
  • You think silos are incompatible in a modern workplace environment (read: they’re stupid) and you welcome the opportunity to work in a no-silo environment where you are encouraged to work and play across department lines, roles, and titles. 
  • You want to have fun, but also get $h!t done. 

 

This position offers a competitive compensation package (including a generous growth-related bonus program for all employees), flexible work arrangements, and the opportunity to be part of a forward-thinking 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. In other words, you’ll have a robust onboarding experience aimed at helping you make meaningful contributions as quickly as possible.) 

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?exciting?full-time position will report to our Technical Support Manager. 

All offers of employment at Tigerpaw are contingent upon clear results of a thorough background check. 

Instant Answers
providedProvided by company
Full-time Employee
Date Posted September 22, 2022
Date Closes October 22, 2022
Located In Bellevue, NE
Department Customer Success
Function Technical Support Specialist
Job Type Full-time Employee
Shift Custom
SOC Category 15-1041.00 Computer Support Specialists
Zipcode 68005
Name Suzy Kratochvil
Address 2201 Thurston Circle
City, State and Zip Bellevue, NE 68005

This job offers the following benefits

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