JOB DESCRIPTION

Ekos is on a mission to empower craft manufacturers all over the world to scale their businesses, streamline their processes, and optimize their teams. As a Technical Support Specialist reporting to the Manager of Technical Support, you will assist our growing customer base with technical problems when using Ekos products. The Technical Support Specialist is expected to participate in user support functions via phone, email and video conference in 30-days or less, earn high post-interaction customer satisfaction ratings, and ensure that customers are set-up to optimally use the product to achieve their business goals.

WHAT YOU'LL DO

• FIRST WEEK: You will participate in a new hire onboarding class where you will learn from department team leads, dive into the basics of craft production processes, and seek to understand the mission and vision of Ekos as a company. You will shadow customer calls and ticket troubleshooting sessions held by fellow technical support team members in real-time and review recorded training sessions. You will familiarize yourself with the tools and resources that the Customer Implementation Specialist will use on a day to day basis (GSuite, Zendesk, Jira, SQL Server Management Studio, Confluence, etc.)
• FIRST MONTH: You will build out your custom demo site with a visual representation of a customer's floor plan and production process, graduating to assisting the Technical Implementation Coordinator in creating live customer sites.  You will become familiar with the relational database structure and troubleshoot/resolve user access issues.  You will learn the setup of a Live customer's site and troubleshoot/assist in resolving Tier 1 issues and take your first Technical Support Queue inbound phone call. Full participation in Weekly team meetings is expected.
• FIRST SIX MONTHS: You will become the first point of contact for Customer Phone Support and user submitted inquiries and Tier 1 issues, via Zendesk automated ticketing system in a very fast-paced, demanding environment.  Expect approximately 10-20 Inbound calls per day and resolving up to 25 user submitted tickets per day.  You will identify and report product deficiencies and serve as a customer advocate and liaison between internal departments to provide customer feedback and drive solutions to customer issues/needs/concerns.
• FIRST YEAR: You will become the Subject Matter Expert in a minimum of two Core functions within the Product as defined by the Technical Support Manager.  In these areas, you will be the go to person for both external and internal needs and participate in cross-team settings where necessary.  You will have gained an intermediate level understanding of the third party integration functions and problem solving techniques.  Expect to be exposed to all areas of the product in both a knowledge and troubleshooting function.

YOU'RE SOMEONE WE WANT TO TALK TO IF...

• You have experience in a customer facing role, including a customer service representative, sales floor associate, or retail associate, within a fast moving environment OR have developed exceptional technical problem solving skills through relevant coursework or degree.(e.g., computer science, math)
• You possess exceptional troubleshooting skills as demonstrated by technical certifications or an ability to describe how to: identify issues, understand interests, evaluate possible solutions, select a solution or option, document the outcomes, and monitor and evaluate the results
• You take pride in your strong written and verbal communication skills
• You excel at providing exceptional customer service as demonstrated by leading with compassion, showing a commitment to a timely resolution, and applying a problem-solving mindset 
• You have knowledge or has experience working with any of the following: HTML, CSS, JavaScript, XML, SQL, SQL Server Management Studio
• You consider empathy a core personal value and character strength
• You enjoy working with people and communicating difficult concepts and resolutions to less than tech-savvy individuals
• You have any level of experience with software management (e.g., worked at a SaaS company, responsible for IT and technology training at a school, etc.) or otherwise demonstrated proficiency learning new and constantly changing technologies
• You apply a data-driven approach to problem-solving and utilize accessible resources to deliver timely solutions to complex problems
• You have any level of experience collaborating in a cross-team environment to achieve goals internally and empower craft producers to achieve their business goals
• You have level of experience meeting a sales, call, or activity target (e.g., fundraising, working in sales or quota-based recruiting, etc.) — a wide range of experiences can fit here as long as the person has a willingness and understanding of what it means to need to hit quantitative targets
• You have an aptitude for learning a new industry combined with an interest in helping small businesses achieve their goals
• YOU ARE WILLING AND ABLE TO WORK OUT OF OUR CHARLOTTE, NC HEADQUARTERS IN 2021 ONCE THE COVID-19 HEALTH CRISIS IMPROVES — UNTIL THEN YOU CAN CHOOSE TO WORK REMOTE OR IN OFFICE