Technical Support Specialist

Salary Range: $60,000.00 - 70,000.00
Who we are:
Hi, we're SambaSafety and we offer the industry's most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.
We've built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don't take our word for it; we've been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid 4.9-star rating on Glassdoor.
What you'll do:
We are seeking a highly inquisitive individual who is inherently curious and wants to learn about a customer's reported problems and use cases. The person taking this role will work inside of the Operations Department and work cross-functionally with several internal and external stakeholders. We are looking for a self-motivated, highly organized individual who can troubleshoot & document technical issues across multiple technologies, manage multiple projects at one time, and advocate for our customers as well as our internal process. A Technical Support Specialist will manage their cases queue and provide updates from Tier 3 & Tier 4 to case reporters on a regular cadence.

• Gain a fundamental understanding of SambaSafety's internal processes and tools for troubleshooting
• Provide tier 2 technical support to all customer-facing teams, customers and partners to resolve software and integration issues for all SambaSafety products
• Effectively troubleshoot, replicate and document reported issues, and work with Tier 3, Product and Developers for workarounds and resolutions.
• Maintain appropriate records of internal communication with customer-facing teams through Salesforce
• Ensure notes thoroughly detail the problem/resolution and are comprehensive of the issue for Tier 3 and 4 teams using Jira
• Uses Salesforce KnowledgeBase, Confluence, Box documents, and other internal tools to locate solutions for issues
• Assist in new product pilots and rollouts to other departments as well as update training materials for new product rollouts and releases
• Act as liaison between Implementation, Customer Services, Management, and Business Development to ensure high-impact problems are resolved in a timely and satisfactory manner
• Mentor and assist in training newly hired associates on Escalation processes to ensure successful integration into the role
• Identify training needs for all departments and assist with training development programs
• Provide feedback to management on customer issues and training opportunities
• Prioritize critical issues, provide direction, and ensure appropriate customer support is delivered in a timely and effective manner
• Remain proficient on networks, operating systems, software, browsers and related products used by Samba
• Perform other related duties as assigned

What you'll need:

• 1-3 years of Customer Facing support in a SaaS environment
• Experience writing tickets in Salesforce and Jira a plus
• Working knowledge of API configurations and processes
• Demonstrated ability to drive projects through to completion
• Self-starter that can work autonomously but also orchestrate the work of others in the organization
• Demonstrates expertise in applying consultative methodologies and techniques to uncover potential new opportunities/options for customers
• Prioritizes communication and presentation skills with the ability to effectively adjust the language to the target audience (CSM, CSR, Developer, Product etc.)
• Demonstrated ability to prioritize work within a demanding environment, consistently delivering results
• Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
• Ability to influence teams across the organization to achieve desired customer outcomes
• Proactively monitor complex issues by working closely with Customer Support and Engineering to close out bug tickets or assist in answering technical questions around delay of solution

Benefits and Perks:

• Unlimited Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits including a fully employer paid family medical plan.
• Up to 12 weeks paid time off for maternity leave based on tenure.
• Wellness &Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag
• SambaSafety Events

Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.
SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.
Come join us to find out for yourself what all the excitement is about!