Product/Customer Support Specialist

** Product/Customer Support Specialist**

at Cayuse Portland The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.

But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuses foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. Its an exciting time to become a key member of our growing team.

**No agencies please**

**No sponsorship available**

**Not open to C2C or contractors**

**Your Responsibilities:**

* Interact with clients to gather necessary information to troubleshoot and provide timely resolution of escalated tickets

* Evaluate database-level problems, then propose and execute with an eye toward database

* management best practices

* Identify and escalate account management issues appropriately

* Project manage and execute product upgrades and configuration requests (sometimes outside

* normal business hours)

* Maintain ownership of tickets until resolution, drive other teams as needed and set customer

* expectations

* Enhance diagnostic and reporting capabilities on application-related topics with reusable SQL

* and scripts

* Provide primary support or backup to Product Support as needed

* Meet ticket management, SLA and Customer Satisfaction goals

* Develop internal process documentation and external knowledge base materials

* Develop a solid understanding of Research Administration

* Develop a solid understanding of relevant products and architecture

* Participate in training for new Support staff

* Contribute to the development of our software applications

* Identify, test, and thoroughly document base product defects and enhancements in JIRA

* Provide feedback on product direction

**Your Qualifications:**

* Bachelors Degree (or equivalent work experience)

* 1-2 years of technical support experience using a ticket managing system

* Support Experience: SaaS software, SOAP and RESTful APIs, Single Sign-On (SSO) and related technologies

* Organized, with excellent time management skills in the face of rapidly shifting priorities

* Possesses a high level of emotional intelligence (EQ)

* Tools: Subversion, Zendesk, JIRA, Confluence

* Inquisitive and looks beyond the fix, seeking to understand the root cause of issues

* Passionate about helping people and solving problems

* Ability to learn and process new information quickly

* Excellent work ethic with a bias toward action

* Effective, clear communicator with the ability to adapt communication style for different audiences

**Benefits:**

* Medical Employer pays 90% of employee premium (PPO + HSA available)

* Vision

* Dental

* Short term disability covered

* Generous Paid Time Off

* Commuter benefits

* Parental Leave

* Casual Work Environment

* 401k

* Wellness Incentives

* Sit-Stand workstations

* Cold Brew + Kombucha on tap

Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. Were proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.

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As set forth in Cayuses Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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