Technical Support Specialist
About You
You are a product expert and love communicating with people. You are the first line of support for our customers as questions arise during their use of Jump Technologies’ solutions. Customer questions may be about features or functions with which the customer isn’t yet familiar or they could be reporting a bug or enhancement opportunity, so there’s some user education, some troubleshooting, some investigation, and some documentation, all rolled into this role. You’ll either find the solution to their question or you’ll be reporting the issue for escalation – and whichever path the customer’s inquiry takes, you will help increase customer satisfaction and drive utilization of JumpTech solutions. You’ll also be responsible for maintaining our online user documentation including written documentation and videos.
Experience and Skills Needed
- 1-2 years experience providing technical support (hardware and software)
- Strong technical aptitude and ability to troubleshoot
- Exceptional verbal and written communication skills with strong customer focus
- Ability to document customer interactions with detail and accuracy
- Skills to identify, research, resolve and/or escalate customer issues in a timely manner
- Can-do, positive attitude, with excellent problem solving skills
- Demonstrated ability to take initiative and use independent judgement
- Ability to identify best practice opportunities and filter new information into technical and/or support documentation
- Adaptability and ability to efficiently manage multiple tasks at the same time
- Proficient user of mobile devices; iOS and Android are our standard platform
- Proficient user of basic software, such as Microsoft Office suite Great to Have
- Bachelor’s degree preferred
- Ability to deliver service that supports customer renewals and retention
- Knowledge of CRM, case management or support tracking tool; familiarity with Salesforce.com and Desk is a plus
- General knowledge of HTML
- General knowledge of SQL
About Us
Jump Technologies is a fast-growing, cloud & mobile software company that develops applications for the healthcare industry. We are a group of very dedicated and passionate people who know we can make a difference and have fun doing it. We like our technology to be disruptive and our brains thinking outside the box. We value independent team members, innovation and an entrepreneurial spirit. We offer competitive compensation and benefits in addition to stock options.