Support Specialist, Awards (2Nd Shift)

Job Description:

The Support team at Foothold is dedicated to providing dependable, timely, and thorough support to our AWARDS users. The Support Specialist role provides help desk assistance and support to local help desk users. This role troubleshoots reported issues and configures database settings as requested. The Support Specialist reports to the Support Manager. This role also assists Product & Engineering as subject matter experts and provides testing of new features.

Key Responsibilities:

Provide above and beyond support

• Ability to communicate with customers effectively and professionally - Responses to customers are concise yet detailed, using clear and grammatically correct language, and are typo-free and engaging. Content of messages is easy to understand, and helps users interact with AWARDS more effectively and confidently.
• Effectively utilizes Support workflows, tools, and procedures - Correctly triages and prioritizes incoming tickets by priority, ensuring that average initial response time is consistently < 2 hours. Accurately applies the SLA guidelines and maintains strict standards for data quality and accuracy in all Support systems.
• Consistently balances productivity and efficiency - Always completes a detailed, creative, and thorough investigation into tickets that takes advantage of multiple techniques and resources, knows when to ask for help, and avoids rabbit holes. Resulting ticket stat averages are on par with Support peers in time per ticket, number of completed tickets, and responses per completion.
• Collaborates effectively with other teams to get the job done - Provides clear and detailed descriptions of issues for other teams (including Product & Engineering and Customer Experience) who have a hand in tickets. Helps encourage accurate and timely resolutions across teams that support a ticket completion time of < 24 hours.
• Understands importance of keeping up to date with support best practices - Consistently applies best practices in customer interactions, identifies areas for improvement in support processes, and collaborates with the team to implement them. Proactively looks for ways to improve the customer's experience in each interaction.

Contributes to Customer Experience Initiatives

• Actively promotes and seeks new ways of refining the AWARDS Resource Center to improve adoption rate of ≧ 95% - Identifies repetitive questions and deficiencies in the AWARDS Resource Center, and aids in the creation of new and improved documentation. Encourages and facilitates increased use among AWARDS users.
• Analyzes and provides recommendations based on data - Proactively identifies and shares trends in Support data that can be used to inform decision-making on the Customer Experience and Product & Engineering teams.
• Understands and promotes user needs - Uses experience and knowledge gained from this position to advocate for internal projects and initiatives that contribute to positive user experience, both within the usability and functionality of the product and training and knowledge-building.
• Provide backup assistance to testers on the Product & Engineering team in manual testing work - Ability to troubleshoot and identify potential issues while assisting in testing project work.
• Provide backup on external client communications - Create detailed and thorough announcements and messages using concise, clear language following established communication protocols for emergency downtime and announcements in a timely manner.
• Provide backup assistance to the FCM File Sync Specialist - Provide coverage for the FCM team by synchronizing data between the FCM and MAPP systems as needed by importing and exporting files between the two systems.

Effectively applies knowledge in the role of internal resource - Demonstrates willingness/ability to support colleagues in a variety of situations, including working together on specific issues and knowledge sharing.

• Engages in continuous learning of new features - Actively seeks out and takes advantage of opportunities to learn about new features in AWARDS, as well as to improve knowledge of existing functionality. Attends AWARDS Sprint Reviews to keep informed of new and updated features being developed by the Product & Engineering team.
• Uses knowledge to drive efficiency - Successfully applies AWARDS expertise in direct support work with customers to maintain a first response resolution rate of > 85% and average responses per completion of ≦ 2.

Experience:

• Proficiency in ticketing software such as HappyFox.
• Strong written and verbal communication skills.
• The ability to convey technical information in a clear and understandable manner.
• Excellent customer service skills.
• Strong analytical and problem-solving skills to diagnose and resolve issues efficiently.

OKRs:

• Provide support to AWARDS users with a cSAT score of >90%
• Maintain a first response resolution rate of > 85% and average responses per completion of ≦ 2.
• Complete an average of 25% of incoming tickets each month.

The expected range of base pay for this position is $60,000 - $67,000 Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of bonus or benefits. More information about the salary range specific to your working location and other factors will be shared during the hiring process.