Technical Support Specialist

Huntsville, AL

Located in Huntsville, AL.

Do you want to work for one of the coolest new startups in the Southeastern U.S. and central Europe that is partnered with some of the biggest sports franchises and companies in the world?!

If so, this job is for you! Rippleworx is seeking to hire a talented and technically minded team member to join our Client Service Team at our office in Huntsville, AL in the position of Technical Support Specialist. The ideal candidate is one who is not only a genius problem solver, but also a great cultural fit. This position specifically provides top-tier service to our largest European client, and includes taking customer queries, both written and by phone, explanations to customers in how to induce changes in customizable HR software applications that can be achieved by API requests or through the user interface, and helping customers to understand the full functionality of software and suggesting improvements to their internal processes. The team member should also be able to identify bugs or misbehavior in the client applications, creating detailed bug tickets and providing test cases to ensure the issues are resolved promptly, identifying upsell opportunities and forwarding requests for further developments to the client’s professional services team, and following further customer service processes.

Benefits include:

401k plan with 5% employer match

Health & Dental insurance stipend

Paid Personal Time off

Paid Holidays off

A great cultural fit is someone who:

Does whatever is required to get the job done

Has a passion for providing top quality service and solving problems.

Thrives in a high-energy collaborative atmosphere.

Requirements

Key Responsibilities:

  • Excellent client and customer communication skills, either verbal communication through phone calls and meetings, or written communication through emails and in a ticketing system.
  • Receive requests via phone (within US standard working hours), email, or through a ticketing system.
  • Receive, record, and document all the incidents and user requests in the ticketing system.  
  • Analytical thinking and ability to identify and resolve errors using creative solutions, and easily overcomes challenges.
  • Prioritize requests and define their impact, and possibly notify the client in case of an emergency or outage.
  • Triage the issue and perform first level analysis and classification.
  • Track and follow all issues until a resolution is found and the customer is informed and satisfied.
  • Team member must be proficient with Microsoft Office applications, specifically Excel.
  • Provide any requested information to customers about the status of their requests and assist other team members with requests.
  • Activate workflow on high priority issues.
  • Helping customers to configure and modify workflows within the client software applications.
  • Participation in team meetings.
  • Flexibility with time schedules and self-organization.
  • Strict adherence to data protection and privacy best practices to ensure the integrity, safety, and privacy of customer data in compliance with all international regulations.

Nice to Have:

Knowledge of SQL and database queries.

Knowledge of HR software and best practices.

Basic understanding of web design principles including JavaScript and html.  

German language skills a huge plus