Service Support Specialist

The energy and enthusiasm of your employees is your most precious commodity. Wasting this energy on miscommunication and misunderstanding makes it nearly impossible to recharge. Over time, individuals and organizations lose power, lose capacity, and can even stop working. It's all too common. It's also completely avoidable. Here at The Predictive Index, we've made it our life's work to charge the world's workforce.

We are seeking an energetic, hardworking, Service Support Specialist. You will be the point person for operational issues. You should be comfortable in a Windows environment, capable using SQL and application logs to understand and solve customer issues, and you should enjoy satisfying a global and diverse group of end users.

• Responsible for supporting all customer service requests via phone or e-mail in a timely manner.
• Handle first-touch resolution for issues related to our customer-facing and internal applications
• Provide escalated support for customer and application issues
• Collect, analyze and report on team metrics with direction from service support manager
• Provide issue analysis and customer perspective to the Product & Engineering Team’s

Desired Experience:

• Years of experience required is less important than being a high capability person. Some is better than none, but pales in comparison to being able to perform.
• Experience troubleshooting SaaS applications
• Bonus: Experience writing basic SQL queries
• Bachelors degree in related field
• Proficient in Microsoft office suite
• Strong attention to detail
• Excellent customer service skills
• Ability to communicate effectively
• Ability to multitask

Other Job Details:

• Be comfortable working with a small team
• Enjoy having a significant impact on an organization
• Be enthusiastic and energetic
• Have the ability to multi-task and adjust priorities as needed