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Technical Support Analyst

Customer Success | Houston, TX | Full Time

Job Description

Job Summary:

We are looking for a highly motivated Technical Support Analyst who can support our customers to help them maximize the value they get from our platform. As a Technical Support Analyst, you are the first point of contact for customers and the face of High Radius. You will be responsible for solving technical issues of high complexity and advocating on behalf of customers to ensure they are delighted with their High Radius products. You possess fantastic troubleshooting skills, high Emotional Intelligence, enjoy helping customers, and are a self starter capable of executing in a fast paced environment. You will provide front-line support, work closely with different internal teams and assist with special projects that will expand your skill set. You have a passion for quality and continuous improvement and embody our core values of Ride or Die with the Customer, Get Gritty or Go Home, and Let the Best Idea Win.

Responsibilities:

  • Provide an exceptional customer experience with every customer interaction, ensuring professional and empathetic handling of every issue

  • Understand and assess customer-reported issues to determine prioritization

  • Manage and ensure documentation of assigned tickets, including internal and external communications

  • Act as a customer advocate between internal L2, Operations, Consulting, and Product Development teams

  • Maintain strong adherence to Service Level Agreements

  • Learn, understand, contribute and maintain internal support processes

  • Analyze, develop, and improve internal processes

  • Serve as an internal knowledge resource for other members of the global Support team

  • Utilize knowledge of technologies and product workflows to make solution recommendations

  • Assist with or lead multiple team/functional area initiatives, as needed

  • Author Knowledge Base articles and other educational content

  • Develop ticket Reports or Dashboards, as needed

Requirements:

  • BS in computer sciences or a related field, or three years of relevant experience
  • High Emotional Intelligence and ability to sense customer concerns

  • Strong technical problem solving skills, with an ability to troubleshoot complex application issues

  • Exceptional resourcefulness and positive, Can Do attitude

  • Excellent written and verbal communication skills

  • Ability to present technical subject matter to a variety of audiences in writing and verbally

  • Ability to communicate with members of a client's organization, at all levels (technical and non-technical Individual Contributors through Senior management)

  • Ability to proactively develop relationships and communicate with all levels of the internal organization

  • Ability to work Off Hours, if needed

  • Multi-lingual(English/French/Spanish/German/Portuguese) is a plus

  • SQL/Database experience is a plus

Perks:

  • Comprehensive benefits
  • Casual work environment
  • Snacks on snacks on snacks
  • Fully loaded social calendar
  • Voted Top Workplaces by Houston Chronicle
  • Room for growth

About Us:

HighRadius is a leading Software-as-a-Service (SaaS) company in the Accounts Receivables space. The HighRadius Integrated Receivables platform optimizes cash flow through the automation of receivables and payments process across cash application, credit, collections, deductions, electronic billing and payment processing.

We at HighRadius firmly believe that a product is only as good as the people behind it.  Whether it's product development, customer support, sales or operations, all our employees see the direct impact of their work. As one of the fastest growing FinTech software companies and a recognized Fortune Cloud 100 leader in the space, HighRadius focuses on hiring talented and motivated people from diverse backgrounds.

If you want to channel your ambition and drive for success, you belong with HighRadius! Check out our company’s website to learn more about our fun culture, great benefits, read customer and employee testimonials, and more!