Senior Technical Support Specialist

Description

The Senior Technical Support Representative is a pivotal member of the Data & Info Tech organizations and will operate as the main point of contact for our internal Client Facing teams. They are responsible for resolving or elevating internal business systems and process tickets, as well as being a point of contact in the site, assisting and coaching their team members.

The Senior Technical Support Representative will work cross-functionally with Business Operations, Billing, Finance, as well as R&D to coordinate and drive the resolution of both technical and procedural issues. In addition, you will be continuously improving processes to minimize repeating issues.

Please note that this role is on a hybrid model in our NYC location.

About The Role

• Act as a primary point of contact to client facing teams, resolve/escalate tickets.
• Coach and support team members.
• Initiate and lead projects/initiatives driving process improvements.
• Resolve/elevate all internal system-related issues, such as Salesforce.
• Create processes/policies where applicable.
• Document and maintain all processes into the team’s KB.
• Have a great understanding of the organization, and direct requesters to the right resource as fast as possible.

Customer Service: 

• Provide exceptional support to our internal customers, addressing inquiries and resolving tickets and escalations promptly.

Leadership and Team Management:

• Lead and mentor a team of technical support specialists, providing guidance and support to ensure high performance.
• Foster a collaborative and innovative team environment.

Technical Oversight:

• Oversee the technical operations of business support systems, ensuring they meet performance and reliability standards.
• Troubleshoot and resolve complex technical issues in a timely manner.

Project Management:

• Initiate, manage and prioritize technical projects, ensuring they are completed on time .
• Coordinate with stakeholders to gather requirements and define project scope.

Process Improvement:

• Identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
• Develop and maintain documentation for processes and procedures.

Collaboration and Communication:

• Work closely with cross-functional teams, including our partners in Business Operations, Billing and Finance, as well as our customers, the client facing teams. You can also expect close collaboration with IT, Product Development, and Customer Service, to align technical support with business goals.

Technology Strategy:

• Stay updated on industry trends and emerging technologies to recommend and implement innovative solutions.
• Contribute to the development of the technology roadmap for business support.

Requirements

Qualifications:

• 5+ years of experience in technical support or a related role, with at least 2 years in a leadership position.
• Strong understanding of business support systems and processes (e.g. Salesforce).
• Proven experience in project management and process improvement.

Skills:

• Excellent leadership and team management skills.
• Strong problem-solving and analytical abilities.
• Proficiency in relevant technologies and tools (e.g., CRM systems, ticketing systems).
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.

Preferred Qualifications:

• Experience in SaaS environments.
• Salesforce administration..

For New York City-based hires only: Compensation Range: $88,000-$105,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations

Please note that this role is on a hybrid model. 

Visa sponsorship for this role is currently not available.

monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

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