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Mid LevelFull-timeJavaScriptJavaAWSAzureMachine Learning
Salary Range
$20,400 - $27,600 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Identity SaaS Support Specialist to join our team. This role focuses on providing technical support and maintaining customer satisfaction for our Customer Identity SaaS solution.
Key Responsibilities
- →Support and maintain customers who have implemented the Customer Identity SaaS solution, resolving technical and non-technical customer issues in a timely fashion
- →Operational management of Support tickets
- →Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
- →Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
- →Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible
- →Collaborate with other departments in the company to achieve customer satisfaction
- →Contribute to and maintain repository of product area specific knowledge and promote a culture of team knowledge sharing and collaboration within Support
Requirements
- ✓5 years+ of technical support and/or software development OR 3 years+ of solid experience in a business or technical analyst role for medium to large scale business software implementation projects
- ✓Strong analytical and problem-solving skills
- ✓Self-starter — able to come up to speed on complex, difficult concepts with minimal assistance
- ✓Ability to quickly context-switch between multiple complex work streams
- ✓Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint the root cause of issues
- ✓Customer-obsessed attitude — a customer advocate, always going the extra mile
- ✓Team player with solid communication and presentation skills
- ✓Proactivity — identify opportunities and take preemptive action against potential problems
- ✓Continuous growth — permanently look for areas of improvement, make plans on how to improve them, and execute those plans
- ✓Knowledge of software development fundamentals and common architectures
- ✓Knowledge of HTTP, encryption, basic security concepts
- ✓Understanding of authentication and authorization concepts
- ✓Knowledge of one or more auth protocols/specifications: Oauth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.
- ✓Proficient in at least one programming language; ideally JavaScript
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