Lead Technical Support Specialist

2 weeks ago

Scottsdale, Arizona, United States Workiva Full time

The Lead Technical Support Specialist (LTSS) addresses client inquiries across our Workiva solutions. This position guarantees prompt resolution of client concerns, implements sophisticated strategies to avert future issues, and guides fellow support specialists. They deliver both technical and functional assistance through various channels, ensuring customer professionalism and rapport. Capable of independently resolving intricate problems, they escalate only when necessary and play a vital role in enhancing the client experience and support processes. Additionally, they engage in candidate evaluations and oversee ticket analysis for the support team.

Key Responsibilities:

  • Deliver technical and functional assistance to clients via phone, chat, and case management
  • Diagnose client issues autonomously, leveraging application expertise and self-directed research
  • Identify and address urgent client matters, taking appropriate actions to resolve or escalate
  • Contribute to enhancing the client experience and support operations
  • Collaborate with Customer Success, Professional Services, Software Support Engineers, and all support levels to resolve challenges
  • Evaluate and interview candidates for promotions and new positions
  • Lead ticket analysis sessions for the support team, offering suggestions for enhancement
  • Embody the Workiva Values and Principles, demonstrating accountability and a results-driven approach

Essential Qualifications:

  • Proficiency in English
  • Proficiency in Spanish and/or Portuguese
  • Expertise in Python
  • Over 4 years of relevant experience
  • Bachelor's Degree
  • Advanced degree may be considered in lieu of experience

Preferred Qualifications:

  • Comprehensive understanding of API and Scripting processes
  • Experience with Linux
  • Background in Project Management
  • Previous experience in supporting a SaaS platform
  • Familiarity with Zendesk
  • Ability to troubleshoot code
  • Familiarity with Scripting
  • Capacity to multitask and manage shifting priorities
  • Strong technical skills, proficient in Google Drive, Microsoft Office Suite, & OneCloud
  • Excellent communication abilities (verbal, listening, writing)
  • Self-driven, accountable, and capable of training others to exhibit similar traits
  • Proven track record of meeting established timelines and service level agreements
  • Demonstrated commitment to customer service
  • Ability to interpret system logs and reports to resolve issues
  • Analyze support data and metrics to identify improvement areas and generate reports

Remote Work Expectations:

  • Varying and overtime hours may be required during peak periods
  • Minimal travel expected
  • Reliable internet access is necessary for remote work
  • Must be available for a five-day, eight-hour shift during Central Time hours

Compensation and Benefits:

Salary range in the US: $56.00 per hour

A discretionary bonus typically awarded annually

Restricted Stock Units granted upon hire

401(k) matching and a comprehensive employee benefits package

The salary range reflects the low and high end for this position in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and other relevant factors.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that diverse perspectives foster innovation and creativity. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other protected characteristic. We strongly encourage and welcome individuals from historically marginalized groups to apply.

Workiva is committed to providing reasonable accommodations to applicants with disabilities. Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they are most productive, whether from an office or remotely.

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