Careers

Technical Support Representative

As a Technical Support Representative you engage directly with our clients on a daily basis. You are the first point of contact on tickets for system and report customizations and respond to general how-to questions via email and phone calls. We’re looking for a quick learner who is comfortable partnering with some of the biggest universities in the world to provide a top-notch client experience. Communication is vital as you interface with various external and internal stakeholders including System Administrators, Developers, Client Success Managers and members of our Product Management team. This is a great opportunity to showcase your skills and gain professional experience in a growing organization where we seek to train and promote from within.

Primary Duties

  • Respond to client inquiries via email, phone and our ticketing system
  • Provide users with troubleshooting, functionality explanations and best practices
  • Appropriately escalate client issues to Client Success Managers
  • Assist with out-of-office coverage for Client Success Managers
  • Update documentation when we release new features
  • Other duties as required

KNOWLEDGE, SKILLS & ABILITIES

  • Quick learner who absorbs knowledge to understand our software’s capabilities
  • Proficiency in Microsoft Word and Excel
  • Experienced with PC or Mac; must not be a technical expert but must grasp technical concepts
  • A high level of competence in communication, critical thinking and problem solving
  • Excellent written and oral communication with ability to confidently answer questions and address issues
  • Well-organized, detail-oriented and proactive in following through to completion
  • Comfortable in taking on new challenges that arise and flexible with shifting duties and responsibilities
  • Excellent problem solving, time-management and prioritization skills
  • Strong work ethic with the desire to grow your professional skill set
  • Comfortable working independently and collaboratively
  • Experience working with databases, SQL and various file formats desired

Education and Experience

  • Bachelor's degree or nearing completion of bachelor’s degree
  • 1-2 years of customer service or technical support experience is desired

Digital Measures offers a competitive benefits package which includes...

  • Competitive salary
  • Employer paid premiums for health, dental and vision insurance
  • Employer contribution to employee health savings account
  • Life insurance of $50,000
  • 401k with 100% matching up to 6% of yearly salary
  • Short-term and long-term disability coverage
  • Flexible vacation, holiday and sick day policy
  • Required two days per year of volunteering
  • Unlimited free drinks and snacks
  • Free parking or free bus pass
  • Casual work attire
  • Quarterly company events
  • At least two paid team lunches per month
  • Maternity leave of full pay for 12 weeks, paternity pay for two weeks
  • Flexible spending account
  • Yearly stipend for books
  • One month fully paid sabbatical after seven years

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