Technical Support Specialist

2 weeks ago

Fayetteville, North Carolina, United States capSpire Full time
Job Summary:

We are seeking a highly skilled Senior Support Analyst to join our team at capSpire. As a key member of our support team, you will play a crucial role in delivering exceptional customer service and ensuring timely resolution of support requests.

Duties and Responsibilities:
  • Advocate for client support issues and priorities, providing proactive support and recommendations to minimize potential service disruptions.
  • Serve as a Subject Matter Expert (SME) of the Gravitate product, providing technical support and reviewing and improving our support practices.
  • Work closely with the product teams on escalated technical issues and product roadmap changes or new feature development.
  • Collaborate with an off-shore team to build-out and enable 24/7 support for the Gravitate product, maintaining the highest level of customer satisfaction and quality.
  • Create strong documentation and support materials to build a user-led support knowledge base.
  • Analyze and identify root causes of repeating issues and provide long-term solutions to the product team.
Required Skills and Abilities:
  • Skilled at working with relational databases (we use MongoDB and SQL), with experience performing tasks such as data retrieval, manipulation, and querying.
  • Proven ability to manage and resolve in-depth technical issues.
  • Experience working with and improving support ticketing systems and tools and processes.
  • Strong communication skills, with the ability to build trust with customers to resolve escalated or sensitive issues.
  • Familiarity with scripting languages such as Python or Ruby to automate tasks or for data manipulation is a plus.
  • Experience within or exposure to the Energy or Fuel industries and related software products.
  • Agile product management certifications or experience working within an Agile team.
Education and Experience:
  • 8+ years of proven success within Customer/Technical Support paired with 3+ years of in-depth technical or development exposure.
  • Bachelor's degree.
Cultural Imperatives:

At capSpire, we believe in a culture that values people over profits, relationships over revenue, and innovation every day. We are a team that thrives on collaboration, respect, and positivity, and we are committed to growing and developing our employees to achieve their full potential.

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