Technical Account Specialist

• Associate’s Degree in Software or a Technical related field; or equivalent experience with a

minimum of two (2) years of Software/IT Support experience in a customer-facing role.

• Proficient in the use of Microsoft Office Suite.

• Desire to assist with and improve trouble-shooting documentation.

• Ability to utilize a case management tool to record detailed notes and manage customer

communication (e.g., Salesforce, ServiceNow, ZenDesk).

• Strong problem-solving skills.

• Excellent verbal and written communication and presentation skills.

• Ability to provide quick and accurate updates and solutions to customers.

• Detail oriented with the ability to multitask and manage time in a fast-paced, ambiguous

environment.

• Must be able to work independently while being a proactive team member.

Works on assignments that are moderately difficult, guided by defined and documented processes. May be expected to adapt solutions to other problems for related situations. Encounters problems which are varied but generally similar. Requires some fact finding in order to fully understand the issue and consider the most appropriate response. Impact varies between immediate and short term (less than one year). Scope of impact typically at the department or team level; wider impact in customer facing roles. Financial accountability typically confined to awareness and management of cost in relation to own work.

Normally receives little instruction on daily work, general instructions on newly introduced assignments. Accountable for quality and timeliness of own deliverables. May be responsible for up-skilling new team members. Conveys and exchanges basic technical or information with colleagues/clients/customers; audience is typically knowledgeable about the subject matter.

• Fully remote role within the United States

• Periodic travel (once or twice per year for company events)

• Operates in a fast-paced, growth-oriented, PE-backed SaaS environment

• Requires cross-functional collaboration across Product, Sales and Customer Success

We are hiring for the following shifts:

10am - 6:30pm EST (30 min lunch)

11:30 - 8pm EST (30 min lunch)

Success in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environment.

Pre-Employment Drug Screening: This position is subject to a pre-employment drug screening, where permitted by applicable law. Any required screening will be conducted after a conditional offer of employment and in accordance with applicable federal, state, and local laws.