About Guidepoint:
Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.
Backed by a network of nearly 1.5 million experts, and Guidepoint’s 1,600 employees worldwide we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.
Overview:
The role provides technical support to a proprietary application platform in a global environment and provides expertise to the business and service team. A quick learner, skilled in customer support, knowledgeable with various application platforms, especially proprietary applications, experienced working with a development and product team, providing support to end-users in a work from anywhere model covering a global workforce.
Who We Are:
🤝 Team-oriented and collaborative
💪Hard-working professionals who strive for excellence
👩💻 Built-in mentorship to help you drive and improve your project management and customer service skills, to deliver excellent results for clients
🥇Hands-on leadership to help you develop your career and provide opportunities for upward mobility within Guidepoint
What You'll Do:
- Provide troubleshooting and resolve issues for a SaaS based product
- Use Datadog to observe and monitor system health
- Triage user requests regarding employee application functions and issues
- Investigate and resolve basic to complex application issues
- Write Auto remediation scripts using AI based development tools
- Solving problems by identifying bugs and root cause analysis
- Work with internal development and operations team to escalate issues
- Identify security issues and bugs
- Provide excellent customer support to the business and client service team and clients as necessary; provide demo to clients, employees, etc
- Provide remote support via phone, email, etc
- Identify and present best-case solutions where time is of the essence
- Respond to customer inquiries via phone, email, chat, or other communication channels
- Guide customers through step-by-step solutions
- Document customer interactions and solutions in the ticketing system
- Escalate complex issues to higher-level support or specialized teams
- Maintain a high level of customer satisfaction through courteous and efficient communication
- Participate in regular training sessions to stay updated on product knowledge and support skills
- Collaborate with the development team to report and resolve bugs
What You Have:
- Knowledgeable in supporting web application SaaS platforms and architecture
- Linux and Windows support experience
- Experience with features such as voice conferencing, emailing, etc
- Knowledge in web stack operations, VOIP, SMTP, etc. a plus
- Programming knowledge, Data Dog experience and experience writing Auto remediation scripts using Python/Golang
- Functioning knowledge of database operations such as SQL, etc
- Experience with financial aspects such as payment methodologies, etc
- Experience with platforms such as LinkedIn, etc
- Setting standards and procedures
Other Requirements:
- College or University degree in relevant field with 3-5 years of work experience showing progressive growth in the field
- Hands-on experience with application support in an enterprise environment
- Datadog experience for Monitor and observing systems
- Self remediation Scripting experience
- Global experience is a plus
- Collaborative work skills and communication skills
- Tech writing and documentation
- Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action
- Ability to work independently and/or as part of a team
What We Offer:
- Gain a unique opportunity to master essential skills, including desk research, business negotiation, interpersonal intelligence, multi-tasking, time management, and project management
- Develop strong business acumen through extensive exposure to new industries and trending topics as well as interaction with experts among various industry sectors
- Fast and transparent career advancement and opportunity to gain leadership experience
- You will receive strong team support, comprehensive training program and dedicated mentorship scheme to ensure your career progression
- Comprehensive medical coverage, central office location, competitive compensation, fun and youthful work environment
Interview Process:
- Meet your Guidepoint Recruiter!
- Initial Candidate Screen
- Meet the Technical Team!
- Hiring Team Interview
- Meet the Hiring Manager!
- Hiring Manager Interview
- Interview Process Outcome
#LI-HYBRID
#LI-PD1
