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Customer Support Technician
2 months ago
PiF Technologies is seeking a Customer Support Technician to join our dedicated Professional Services Team. In this role, you will deliver remote assistance through various channels including phone, email, and chat for our valued clients. Our suite of software solutions encompasses Document Management, Electronic Forms, and Accounts Payable Automation, which can be implemented in either an on-premise server setup or through the AWS Cloud.
If you are eager to enhance your technical expertise and pursue growth within the technology sector, this position is an excellent fit. We foster an environment that acknowledges your efforts through career advancement and financial incentives. At PiF, our team is our priority, and we maintain a close-knit, employee-focused culture with benefits such as a relaxed dress code, friendly office pets, team lunches, and genuinely Unlimited Paid Time Off.
This position offers "remote flexibility," with new hires required to attend our office for initial training and onboarding. After completing a 45-60 day training program, candidates may adopt a hybrid work schedule (2-3 days per week remote, if preferred). We do request that team members reside within a reasonable commuting distance from our office.
Key Responsibilities- Assist customers with inquiries related to the use of our software solutions.
- Perform root cause analysis to identify errors, troubleshoot, and resolve software or hardware issues for clients.
- Maintain a comprehensive knowledge base of previous issues and solutions, and contribute to the PiF Knowledge Base for common problem resolutions.
- Utilize the Help Desk portal and escalate complex service issues to the appropriate channels.
- Collaborate with our Professional Services and DevOps teams to address more intricate issues.
- Experience in a customer-facing technical support or training role (experience with integrated workflow solutions is a plus).
- Proficiency in Microsoft Windows Server and desktop environments (2012 and later).
- Database skills, particularly with SQL Server.
- Understanding of Windows Server platform infrastructure.
- Strong organizational skills with the ability to manage multiple support tickets effectively.
- Excellent written and verbal communication skills.
- Professional demeanor with a proactive, "Can-do" attitude.
- Self-motivated with a high level of initiative.
- Opportunities for growth within a company that combines a "start-up" mentality with the stability of a well-established organization.
- Career advancement based on your aspirations and capabilities.
- A cohesive team with a flat organizational structure.
- Unlimited Paid Time Off & flexible remote work options.
- A casual office atmosphere and a pet-friendly environment.
- Comprehensive medical, dental, and 401k benefits.
