Technical Support Representative I

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.

Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.

We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

Position Overview

You will be a part of our Technical Customer Support team, responsible for handling technical customer support for our product by phone, web, and email and working with developers to resolve critical issues for customers in a timely manner.

In addition, once experienced on our product, you will be engaged in designing and implementing the software solution to meet the business needs of various clients.. Each customer needs something different, and we are hiring support analysts who will find creative solutions for these requirements.

This requires a deep understanding of the software and the ability to see issues from the customer's perspective. The breakthrough we made at Agiloft is that the software can be configured to meet all these different needs without writing a line of code. Everything is done through a wizard-based customization interface using a standard browser.

The ideal candidate has a strong analytical and logical mind, a technical background, good judgment, people skills, and excellent attention to detail in this position.

The ideal candidate has 1-2 years of experience in a technical support role. 

Job Responsibilities

• Answer and respond to phone, email, and chat inquiries from our customers
• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
• Assist with software installations
• Follow all ticket SLA and notation departmental guidelines
• Document issues, file and follow up on customer problem tickets
• Work with the Engineering team to resolve customer problems
• Learn our software product inside and out
• Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel, and Salesforce
• Other Duties as assigned

Required Qualifications

• 1-2 years of experience in a technical support role
• 4-year college degree or equivalent work experience preferred
• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program
• Experience with database concepts, web-based technologies, and operating systems
• Excellent trouble-shooting and analytical skills, desire to solve problems and make things work
• Good judgment, capacity to independently evaluate situations and identify the optimum course of action
• Excellent written and verbal English communication skills
• Ability to interact politely with the occasional difficult customer
• Ability to manage multiple tasks and set appropriate priorities
• Initiative in seeking ways to contribute to the success of the company that go beyond a narrow definition of job responsibilities
• Programming or IT/Sys Admin experience a plus
• Experience with Linux, IIS, and MySQL a plus

Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at Agiloft are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [email protected].

Applicants from underrepresented groups such as minorities, veterans, or individuals with disabilities encouraged to apply.

Applications will be reviewed as submitted. There will be no application deadline for this opportunity.