Platform Support Specialist

The Position:

The Platform Support Specialist role involves delivering top-tier product support to customers. You'll proactively address issues, collaborate with clients through Salesforce Service Cloud, and handle problem identification, research, escalation, and follow-up. If you're tech-savvy and thrive in a support-oriented capacity, this role offers an exciting opportunity.  Success hinges on showcasing self-reliance, self-motivation, and the ability to swiftly tackle customer challenges.

Responsibilities:

• Take the lead in addressing initial customer support inquiries and resolve client issues related to services or the software product via email.
• Take ownership of customer technical concerns from the moment they're reported until they're resolved, maintaining consistent communication with customers about issue progress.
• Assist customers with their product questions and technical issues, and work with the FastSpring Support team to resolve client issues and answer questions.
• Deliver exceptional product/application support to meet and exceed customer expectations on response quality, timeliness of responses, and overall customer experience; This will include problem recognition, research, resolution, and follow-up steps.
• Drive resolution of technical escalations, including identification of root cause and issue resolution.
• Educate clients on product features or additional services that may meet their needs.
• Log JIRA tasks encompassing development items like bug fixes, enhancements, feature requests, and any other projects or tasks necessitating development assessment.
• Meet SLAs including first response and resolution times and deliver against customer experience and efficiency targets.

Skills & Qualifications: 

• You possess a genuine drive to resolve customer challenges and champion their success. You take pleasure in assisting individuals and demonstrate patience when assisting non-technical internal users.
• Exceptional abilities in cultivating relationships, delivering top-notch customer service, and demonstrating effective communication skills.
• Experience in  customer support, technical support, system administration, or related customer-facing is desired.  In lieu of experience, we will consider entry level candidates who have a degree.
• You find satisfaction in acquiring new knowledge and sharing it with your team to enhance their capabilities.
• You thrive as a collaborative team member, adept at effectively collaborating within a globally distributed team.
• Proven aptitude for hands-on learning, unwavering personal responsibility, and a consistently positive and professional demeanor.
• Outstanding organizational expertise, adept project management abilities, and effective time management skills.
• Ability to read, analyze, and interpret support to troubleshoot issues related to FastSpring’s eCommerce platform and integration with FastSpring's feature sets.
• Required participation in periodic on-call rotation for after-hour and weekend support.
• Proficient computer skills and familiarity with both Mac and PC.
• Aptitude for maintaining composure, professionalism, and clear communication in high-pressure scenarios.
• During the course of this role, the employee will frequently engage in desk work, utilizing hands and fingers, as well as engaging in extended periods of talking and attentive listening.

Preferred Qualifications:

• Basic understanding of Java, .NET, C#, ruby, or other programming technologies.
• Experience in SaaS, eCommerce, and/or consumer-oriented online services.
• Experience with Salesforce Service Cloud