Key responsibilities include:

• Operational management of Support tickets
• Building and maintaining excellent relationships with clients and achieving the highest level of customer satisfaction
• Taking end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
• Exceeding customer expectations on response quality, timeliness of responses and overall customer experience
• Serving as internal and external point of contact on customer issues and ensuring they are resolved as expediently as possible

Requirements include:

• 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

Technical Domain Focus includes:

• 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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