Technical Client Support Specialist

6d - Indeed
Roostify - Washington, DC

Technical Client Support Specialist

Roostify is transforming the mortgage industry with an innovative and integrated platform that's streamlining the entire digital lending experience. We believe that home lending should be a fair, fast, and transparent experience. Our software is used by banks across the country to improve lending experiences every day. We are a team of innovative thinkers on a mission to reinvent the lending experiences so people can accelerate their future.

As a Technical Client Support Specialist, you will have the opportunity to impact and work with our users directly by providing solutions to complex problems. You will work cross-functionally with our engineering, product, and customer success teams as a product expert to ensure our end users get the most out of our product.

RESPONSIBILITIES:

  • Providing support to Roostify customers through our existing channels of support to include email, phone, and web conferencing, you help resolve issues to completion
  • Work closely with the product and engineering teams to enhance our product based on our customer's experience and needs
  • Communicate issues to engineers on a technical level while also speaking to the customer's need in ways that they can understand
  • Perform diagnosis for issues needing escalation and offer advanced technical hands-on troubleshooting/root cause isolation skills
  • As a Level 2 support resource, you will be responsible for owning issues from initial reply to resolution/escalation to engineering
  • Gather and present customer insights to internal teams adhering to process workflows, while providing feedback where these flows can be improved
  • Utilize debugging skills to analyze ticket patterns and identify trends
  • Expertise with support tool case management, knowledge base, issue management, and performance to a Service Level Agreement
  • Able to thrive in a fast-paced, distributed environment, performing effectively on multiple projects & deadlines, while providing timely resolutions
  • As required participate in off-hours support activities, including a rotational on-call schedule
  • This role is based remotely; You will need to be comfortable with working with a distributed team to support our customers within Eastern/Central time

SKILLS & EXPERIENCE:

  • Minimum of 4+ years experience in a comparable customer support role preferably in a SaaS or software entity
  • Knowledge of or experience with modern web development, JavaScript, HTML, YML, HTTP Request / Response, object-oriented programming and data structures
  • Working knowledge of complex networks and performing log analysis of events and audits, Splunk, BugSnag
  • Ability to troubleshoot browser issues along with being able to multitask and manage multiple priorities
  • Disciplined, self-starter with an attention to detail using diplomacy and tact in all interactions
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as the ability to replicate and document issues for further escalation
  • Strong writing skills that are empathetic with a casual and confident tone
  • Exceptional communication skills, both written and verbal
  • Proficient in the Google Docs suite
  • Ruby on Rails knowledge is a plus
  • Mortgage industry experience or knowledge is a bonus

BENEFITS & PERKS:

At Roostify we know that people do their best when they feel their best; we care about our people and want them to thrive. Here are some of the benefits we're proud to offer:

  • Competitive Salary & Equity Packages
  • Health, Dental, and Vision Plans
  • 401K
  • Flexible Vacation Time
  • Fitness/Wellness Discount through ClassPass

Roostify is an Equal Opportunity Employer

At Roostify we have a value of People First. We strive to provide the best experiences to our employees and candidates. We consider applicants without regards to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all local, state, and federal laws and ordinances. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.