Technical Support Specialist

If you have aspirations to be a B2B software solutions expert and the ambition to contribute to one of Milwaukee’s fastest growing enterprise software companies, we want to hear from you.

Do you enjoy helping people and making a huge difference to others? MSI Data is looking for an “A” player with an inquisitive and detail-obsessed mind to join our growing Customer Success & CARE Team. The Technical Support Specialist will work within the Customer Success & CARE division, which is the first line of defense in our customer service department. In this role the candidate will work directly with our external customers and leverage support groups to deliver outstanding customer service, invaluable guidance, and industry expertise to our clients. Our future candidate has previous experience working in a client-facing technical service environment and values collaboration and organizational culture for their next role.

We’re looking for someone who:

Wants to work in a fast-paced, entrepreneurial environment and contribute to our rapid growth.
Enjoys being challenged by a variety of changing mobile and cloud products.
Has extraordinary career ambition and desire to help customers succeed.
Is a team collaborator, but can also work independently to achieve goals.
Is passionate about technology, tools and innovation.

Your role on the team:

Providing outstanding technical support to customers and partners by answering and triaging technical support requests around our suite of products
Acting to triage complex issues to product managers, technical engineers, sales, and development
Working within JIRA to manage and resolve issues/enhancements coming through from our customer portal
Supporting and collaborating closely with members of the Customer Care team and also provide ticket, email and phone, and chat support directly to customers as needed, in partnership with Customer Success Managers
Providing technical guidance on how best to configure, improve and troubleshoot client accounts
Innovating on current processes and proactively create new processes to improve top-level support, turning custom work into repeatable solutions
Serving as the subject matter expert for integrations (NetSuite, Quickbooks, and more)
Partnering with Product Experts, Product Managers and Engineers on supporting new integrations and training Customer Success, Sales, and the Implementation teams on how to best use them
Identifying training opportunities for clients and team members
Participating in product and integrations testing prior to software release
3+ years experience in supporting a B2B SaaS product in a technical support role
A go getter with a drive to conquer the queue!
Experience in a client facing ticketing support role, (Jira)
Sharp technical aptitude, particularly supporting API’s, SQL, and JSON support
Comfort and familiarity interpreting JSON event logs
Strong commitment and desire to learn the ins-and-outs of a complicated technical product
Working knowledge of issue triage and prioritization
Analytical thinking with great problem-solving skills. Someone who is enthralled with rooting out inefficiencies and iterating over a solution
Comfortable researching and resolving issues with no previously-defined solutions
A+ communication skills. Ability to communicate technical ideas to non-technical people and are able to translate business problems into technical solutions. You also know how to give/receive good news, bad news, suggestions, and feedback
Loves to provide succinct documentation around Root Cause Analysis and Resolution
A passion for educating others
Ownership – You will never say “that’s not my job;” ability to wear multiple hats
Excited to work in a fast paced environment
Keen sense of urgency and the ability to prioritize problems, troubleshoot, and resolve issues.
Ability to work successfully on a team comprised of multiple customer and internal team resources.
Organized, high attention to detail, and must be able to shift tasks as needed due to client demands and changing priorities.
Demonstrated experience utilizing software methods, standards, and tools.
Excellent written/verbal communication, analytical and organizational skills.
Strong time-management skills and abilities to communicate deadlines and dependencies.
Willingness to innovate and continuously improve; enjoys assisting other team members.
Proactive self-starter with a record of producing results with minimal direction.
Improve MSI processes through collaboration and contributions to the team.
Assist in contributing value added content to MSI’s Knowledgebase.

Professional qualities and background:

Bachelor’s or Master’s Degree in Computer Science, Computer Information Systems, Information Technology, or a related field.
2+ years of experience or internship in B2B software implementation, technology project management, or solution creation.

Nice to haves:

Customer Care, Customer Support, Training, Demo or Implementation experience
Cloud and mobile technology configuration experience; i.e. Salesforce.com, NetSuite, etc.
Working knowledge of SQL, RDP, and IIS applied to research and troubleshooting
Experience with software tools such as Slack, Jira, Google Apps, and Zoom
Sales engineering or client demo experience

Experience and career growth you will gain:

Opportunities for career advancement as MSI continues to expand.
Working at a high-growth, fast-paced, global enterprise software company.
Collaborating with a smart, diverse team of high-energy self-starters.
Gaining expertise with the latest software management, monitoring and team collaboration tools.

MSI Data is a leading provider of field workforce automation software.

We offer competitive compensation, an excellent benefit program including medical, dental, vision, and prescription insurance coverage, life insurance, 401(k) plan and a great working environment. MSI Data, LLC is an equal opportunity employer.

If you’re interested in a position with us, please email your resume and salary history/requirements to careers@msidata.com.