Mad Mobile is seeking a Technical Support Specialist as a key member of our Customer Success team. This role has responsibility to ensure timely and efficient technical support for our enterprise customers. Technical Support at Mad Mobile includes managing customer reported issues, researching issues, crafting technical documentation for client consumption and working closely with Customer Success, Product and Engineering teams.  Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

The ideal candidate has experience in working with large corporate customers and supporting SaaS or similar software implementations. Mad Mobile is a learning organization and values candidates with experience in continuous improvement to ensure we continue to operate as efficiently as possible.

CUSTOMER SUCCESS VALUES

  • Proactively invest in our customers’ success
  • Respect for our team, our products and our customers
  • Strive for clear and inclusive communication
  • Actively seeks growth
  • Contribute and fosters a learning organization
  • Curiosity about our customer’s business drivers

KEY RESPONSIBILITIES

  • Take ownership of customer issues reported and seeing problems through to resolution
  • Ask customers targeted questions to quickly understand the root of the problem
  • Research, diagnose, troubleshoot and identify solutions to resolve system issues
  • Provide prompt and accurate feedback to customers
  • Follow standard procedures for escalation of unresolved issues to the appropriate internal teams
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Document technical knowledge in the form of notes and manuals
  • Participate in the on-call rotation
  • Ability to work flexible hours

MINIMUM REQUIREMENTS

  • Organized, detail oriented and self-motivated
  • 3+ years of experience as a Technical Support Engineer or similar role in an enterprise environment
  • Experience supporting SaaS environments
  • Ability to work on multiple issues simultaneously in a fast-paced environment
  • Ability to diagnose and troubleshoot technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Strong attention to detail
  • Ability to work independently and with a team
  • Demonstrable problem analysis and resolution skills

PREFERRED

  • Experience supporting a retail environment
  • Experience with payment systems
  • Experience in a DevOps Environment
  • Experience supporting mobile applications
  • Experience with programming languages
  • Knowledge of ITIL Fundamentals

What We Offer

  • 100% Company Paid Benefits (Medical, Dental, Vision)
  • Matching 401K (up to 6%, matching 100%, fully-vested)
  • Flexible work hours
  • Fully stocked kitchen
  • Onsite gym

***Company-paid benefits – Health, Dental, and Vision & matching 401(k) Plan