Ron Turley Associates LLC is hiring a Customer Service Representative to join our Customer Support team as a Technical Support Specialist. In this role, you will balance excellent customer service with deep technical expertise to resolve escalated support cases and act as a primary escalation point.
What You'll Do
- Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern to provide a timely resolution.
- Effectively educate customers on product use and assist them in fully utilizing available features.
- Maintain effective call ownership by ensuring contact with ongoing issues and managing open items.
- Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call.
- Utilize or create resources and tools as needed to help take over and resolve difficult issues.
- Serve as a product subject matter expert and primary technical escalation point for Customer Support Representatives (CSR), offering guidance on advanced customer issues and unique use-case scenarios.
- Contribute to internal documentation by authoring and maintaining knowledge base articles.
What We're Looking For
- Over 2 years of experience in B2B enterprise application support, specializing in troubleshooting and resolving complex technical issues in SaaS environments.
- Proficient in analyzing and interpreting API and scripting documentation to diagnose issues and implement solutions.
- Advanced SQL proficiency, with a strong ability to perform complex data queries and forensic analysis.
- Familiar with JavaScript and dataflow logic, capable of identifying and documenting critical bugs and functional discrepancies for escalation.
- Experience with PowerShell scripting for automation and system management tasks across enterprise Windows environments.
- Skilled in API integration support, including hands-on experience with tools like Postman for validating, testing, and troubleshooting RESTful API endpoints.
- Capable in Windows Server administration, including setup, configuration, and ongoing system management.
- Familiarity with MongoDB and Microsoft SQL Server environments, with the ability to navigate and extract relevant data.
Technical Stack
- Firewalls
- Windows Server
- Crystal Reports
- SQL
- PowerShell
- C#
- API
- JavaScript
- Postman
- MongoDB
- Microsoft SQL Server
Team & Environment
You will be part of our Customer Support team, operating within a caring, family-oriented atmosphere. Our purpose is to help fleets succeed, and we are dedicated to meaningful work.
Benefits & Compensation
- Compensation: $75,000 to $90,000
Work Mode
This role offers a hybrid work arrangement.
RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status.
