Customer Support Specialist - SaaS Software - Night Shift
Description:
Founded in 1980, SMA Technologies specializes in automation software and document processing solutions.
The Customer Support Specialist will respond to alerts from customer environments, support cases and any infrastructure issues.
Monitor, diagnose and respond to failures reported via multiple channels.
Proactively take action to resolve or escalate failures.
Collaborate with the MAS, Support and Infrastructure teams to ensure systems and environments run smoothly and efficiently.
Requirements: Experience with Level 1 triaging and responding to high volume of support or system issues. Comfortable working with Enterprise customers and support teams in high-stress production environments to provide patient, customer-focused, technical assistance. Passionate about organization and reliability. Driven to improve customer service and promote a dependable environment of accuracy and reliability. Motivated when working with a diverse team and being able to collaborate on continuous improvement. Strong level of curiosity and care about learning and self-improvement. Accountable and dependable with a solid work ethic displaying ownership of responsibilities required in this role.
Benefits:
A remote first environment Work from wherever you are comfortable in the contiguous U.S. as SMA Technologies is a remote first organization.
SMA will provide all the gear you need to be successful in your role, including Dell Laptop, $100/month phone reimbursement, monitors, gear to get yourself started, plus a one-time $250 stipend to purchase any extras.
100% Company paid health, dental and vision insurance for you and your immediate family on our competitive HSA plan offering.
SMA also contributes $1,800 per year into an HSA account for you to spend on qualifying healthcare costs.
100% company paid LTD, AD&D and basic life insurance for you.
Flexible PTO (like unlimited PTO) and flexible working hours to accommodate a great work/life balance.
11 Paid Holidays.
Quarterly Wellness Day to recharge in whatever way you need.
$2,500 Annual Professional Development stipend to help you continue to enhance your skills.
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