Description:

Your daily tasks may include:

Resolve Tier 1 and 2 incoming issues via email, chat and phone and occasional live troubleshooting sessions via zoom

Translate technical speak and troubleshooting steps into approachable and appropriate layman's terms for internal and external stakeholders

Proactively communicate expectations and deadlines with accuracy and care to keep internal and external stakeholders aligned

Assist clients with urgent needs and help usher them to the best solutions across our platform and business

Help translate customer feedback into specific product requirements to advocate internally for improvements

Continuously build upon and improve personal product knowledge through independent research and collaboration

Once you're a Blend product expert, you will have the opportunity to:

Develop expertise in relevant product areas in order to troubleshoot a diverse range of customer issues

Become a Subject Matter Expert by learning Blend technologies through internal and external opportunities and self-study

Assist with Premier Support - develop in-depth knowledge of a specific client’s technical environment, business objectives, goals and support challenges by leading weekly stakeholder meetings

Learn and develop highly technical skills related to Postman APIs and SAML SSO issues

Act as an escalation point for customers and escalate key issues internally for resolution

Author knowledge base articles for internal and external use

Work on various cross-departmental projects

Who you are:

A detailed, organized and results-oriented mindset

Excellent communication and soft skills in various mediums and audiences

Ability to understand and troubleshoot complex issues to find root cause and a variety of potential solutions

Experience with a support ticketing system – Zendesk or Salesforce is preferred

Experience articulating technical solutions and how they can solve client business problems to both technical and non-technical audiences.

Ability to act in a timely and sensitive manner to all customer inquiries

Ability to think outside of the box and find creative ways to solve problems

A work style that’s self-directed; you can work autonomously and as part of a team

Flexibility – you can work weekends and holidays as needed based on business demands

Ability to improvise and pivot plans rapidly when new information is being presented

Experience testing and debugging issues prior to escalating to engineering and product

Experience developing expertise in a maturing technical product that rapidly evolves

A strong foundational sense of urgency and ability to prioritize effectively while managing tickets, meetings and projects

Ability to communicate expectations proactively and appropriately to clients

Bonus Points!

1+ years’ experience supporting an enterprise SaaS solution

Bachelor’s degree

Prior experience at a fast-growing startup

Experience building and running API calls

Experience in relevant technical tools (Mode, Splunk, Postman)

Skills:

Technical support, external support, saas, application support, customer service, troubleshooting

Additional Skills & Qualifications:

This person will be providing EXTERNAL technical/software support for Blend's customers, not internal IT support for end-users.

Technical Support, Customer Service, Zendesk, Salesforce, Saas Platform

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.