Senior Technical Support Specialist ($55k-$75k plus benefits)

The Role

As part of our growing Technical Support Team, the successful candidate will provide day to day technical and customer support for our data capture solutions. 

They will be responsible for triaging support tickets as they are received and either action or escalate them, as required, whilst maintaining client communication and ensuring tickets are processed with agreed Service Levels.
                                   

What will you do?

In this role, you will:

• Investigate and resolve 1st, 2nd and some 3rd line support issues
• Escalate complex support issues if unable to resolve within the team
• Collaborate with engineering to resolve core product issues
• Ensure issues are responded to within predefined company SLAs
• Communicate as required with the client
• As a team provide continuous product support during core US working hours
• Work with a third party 1st line support company ensuring a seamless support service
• Help maintain and support our internal ticketing tools and communication channels
• Put the needs and wellbeing of our customers first
• Work in harmony with all business departments to ensure a complete support function
• Promote good practice and contribute towards knowledge sharing and process documentation
• Produce timely study reports and data extracts as required for each study
• Support Delivery Services management in setting standards, streamlining process and approach.

What you need to succeed

Required skills and competences:

Customer support experience within a Technical organization
Excellent verbal and written communication skills and the ability to work optimally in a remote team environment
Experience using data to articulate a story or an issue
Excellent time management skills and a strong sense of urgency
Demonstrable initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends
Excited by firefighting and a real passion for solving technical problems
Experience working with and improving support ticketing systems


Essential Technical knowledge:

• Extensive MySQL/SQL knowledge and experience, including scripting

Additionally, exposure to as many of the following software skills as possible:

• Javascript / jquery knowledge to manipulate the DOM
• An understanding of Laravel a plus, but any MVC experience also applicable
• Competent with development and version control using git
• AWS knowledge, Docker, Mac and/or Unix command line
• Jira experience, sprints, Agile methodology
• An understanding of JSON notation

Candidates with experience working within regulated environments (for example GDPR, GCP and HIPAA)or in technical support roles with vendors supplying the Clinical/Healthcare sector in general will have a distinct advantage

uMotif is an equal opportunity employer

We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We want everyone at uMotif to be comfortable bringing their true self to work.

That means acknowledging your personality, including the quirky bits, and bringing your interests, hopes, dreams, and even fears with you is fine, even if they don't seem relevant to your work.