Platform Support Specialist - Belfast, United Kingdom - FastSpring

Description

Company Overview:

FastSpring is the world's leading ecommerce platform for software and SaaS companies.

At FastSpring we are on a mission to democratize the software space by partnering with growing software companies to strategically enhance the selling of their products and compete on the global stage.

Our product hosts over 10 million transactions per year, powering sales growth for more than 3,500 companies in over 200 countries, using every major currency.

We are an Inc. 5000 honoree, noted as one of America's fastest growing companies, with recognition of numerous additional workplace awards.

Backed by AKKR, we are already profitable and have an engaged culture with remote staff globally and offices in Santa Barbara, Amsterdam, Belfast, and Halifax.

We are committed to building an inclusive work environment and invest in our employees by promoting growth and development across every level.

As a team, we are business professionals who are globally-minded, customer-focused, and driven to innovate.


The Position:

The Platform Support Specialist role involves delivering top-tier product support to customers. You'll proactively address issues, collaborate with clients through Salesforce Service Cloud, and handle problem identification, research, escalation, and follow-up. If you're tech-savvy and thrive in a support-oriented capacity, this role offers an exciting opportunity. Success hinges on showcasing self-reliance, self-motivation, and the ability to swiftly tackle customer challenges.


Responsibilities:

***- Take ownership of customer technical concerns from the moment they're reported until they're resolved, maintaining consistent communication with customers about issue progress.

• Assist customers with their product questions and technical issues, and work with the FastSpring Support team to resolve client issues and answer questions.
• Drive resolution of technical escalations, including identification of root cause and issue resolution.
• Educate clients on product features or additional services that may meet their needs.
• Log JIRA tasks encompassing development items like bug fixes, enhancements, feature requests, and any other projects or tasks necessitating development assessment.
• Meet SLAs including first response and resolution times and deliver against customer experience and efficiency targets.***
  Skills & Qualifications:
• You possess a genuine drive to resolve customer challenges and champion their success. You take pleasure in assisting individuals and demonstrate patience when assisting non
• technical internal users.
• Exceptional abilities in cultivating relationships, delivering topnotch customer service, and demonstrating effective communication skills.
• You find satisfaction in acquiring new knowledge and sharing it with your team to enhance their capabilities.
• You thrive as a collaborative team member, adept at effectively collaborating within a globally distributed team.
• Proven aptitude for handson learning, unwavering personal responsibility, and a consistently positive and professional demeanor.
• Outstanding organizational expertise, adept project management abilities, and effective time management skills.
• Ability to read, analyze, and interpret support to troubleshoot issues related to FastSpring's eCommerce platform and integration with FastSpring's feature sets.
• Required participation in periodic oncall rotation for afterhour and weekend support.
• Proficient computer skills and familiarity with both Mac and PC.
• Aptitude for maintaining composure, professionalism, and clear communication in highpressure scenarios.
• During the course of this role, the employee will frequently engage in desk work, utilizing hands and fingers, as well as engaging in extended periods of talking and attentive listening.

Preferred Qualifications:

• Basic understanding of Java,.NET, C#, ruby, or other programming technologies.
• Experience in SaaS, eCommerce, and/or consumeroriented online services.
• Experience with Salesforce Service Cloud

**About the Company