Technical Support Specialist - San Mateo, United States - Wiser Solutions, Inc.

Description

**Technical Support Specialist**

Remote

Full Time

Go-to-Market

Mid Level

:

Wiser Solutions is a suite of in-store and eCommerce intelligence and execution tools. We're on a mission to enable brands, retailers, and retail channel partners to gather intelligence and automate actions to optimize pricing, marketing, and operations initiatives, both in-store and online. Our Commerce Execution Suite is available globally.

**Essential Functions**:

Wiser is looking for somebody to add to our rockstar Support team. Our ideal candidate will be well-rounded, with analytical and technical skills, as well as a great work ethic and overall fun attitude. We want to ensure that our customers are getting value from our product, so need a strong individual who will serve as a product specialist and level 1 support manager to address issues and enhance the customer experience. A problem-solver who actively seeks out new ways to learn will thrive in this role.

**Responsibilities**:

Manage the entire instore customer support ticket process through to resolution

Help to develop, document, and implement support processes and metrics for the team on Confluence

Develop processes and techniques to help gather, track and triage issues; assess their validity and route to the appropriate team.

Accurately replicate, identify, and document issues on Salesforce and JIRA, to the appropriate internal teams

Engage with Product Management on product roadmap discussions to improve application functionality based on user experience and issues

Troubleshoot issues on the Wiser in store customer dashboard and internal operational tools, using MySQL and Python

Help to document best practices in developing and using the Wiser application and all related management tools, both client-facing and for internal employee use.

Develop and implement processes, procedures and tools to continuously improve operational efficiency, customer satisfaction, and goal attainment for our customers

Effectively track, prioritize, and ensure that support tickets meet SLAs and are resolved to total customer satisfaction and on time

Work in close relationship with the Engineering, Customer Success, Product Management, and other teams within the company to ensure all appropriate resources are aligned with providing the highest level of support

Product expert in Wisers customer facing products

Maintain regular and reliable work attendance

**Skills and Qualifications**:

2+ years of professional experience, with direct customer advocacy and engagement experience in post-sales or professional services functions

Successfully managed customer engagements to completion and customer satisfaction

Excellent analytical, communication and problem-solving skills, combined with the ability to provide quick resolution to problems

Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention

Experience owning, managing, and driving projects forward in a timely way

Experience/knowledge of MySQL, Python a plus

Prior experience in market research, survey building, fielding, etc. a big plus

Prior experience with Salesforce Case Management a plus

**EEO Statement** - Wiser Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.