Lead Customer Technical Support Engineer
About Ordway:
Ordway is a digital platform that eliminates back-office inefficiencies, identifies revenue trends, and simplifies finance and operations tasks so personnel can focus on strategic growth activities. We are a high-growth SaaS company based in Washington DC and are on a mission to build the world’s most effective billing and finance platform. We are founded by executives from Intacct, Workday, Zuora and First Data and are backed by some of the world’s leading investors. If you are a high-energy, goal-oriented individual, we want to talk to you!
We are searching for a Lead Customer Technical Support Engineer who is proficient in providing technical services for our company products.
As a Lead Technical Support Engineer/Manager, you will be resolving the technical faults in Ordway Platform software. You will also be identifying, triaging, identify root cause and resolving any issues regarding computer software as reported by customers and implementation resources
You will also be handling the issue personally by investigation in the customer's instance of the solution. In addition to this, you will also be managing some of the operational actions requested by customers. Experience required supporting Enterprise Applications.
You will be in direct contact with the customers for any technical assistance required by them and guiding them through the potential solutions or workarounds
Responsibilities
- Providing appropriate solutions to the technical issues faced by the customers.
- Providing customer support services in addition to the technical services.
- Prioritizing and dealing with the issues in a timely manner.
- Keeping track of the customer queries and resolving the issues as early as possible.
- Creating Knowledge Base articles where applicable to enable customers to be self sufficient
- Working with Product and Engineering teams to obtain fixes in core products.
- Providing correct feedback to customers.
- Preparing technical support team performance reports.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or IT related field.
- 8 to 10 years of total experience and 3+ years of working in a Technical Support Manager or relevant position in the Product Development organization of an Enterprise Software company.
- Experience in the revenue / financial domain like Billing, Revenue Recognition, Quote to Cash
- Experience with supporting Enterprise Applications
- Ability to diagnose hardware and troubleshoot technical issues.
- Solid understanding of remote desktop support applications like Zendesk or others.
- Good oral and written communication skills.
- Strong technical knowledge in debugging tools, database access applications.
- Strong analytical skills and ability to analyze logs.
- Ability to prioritize and manage tasks.
- Excellent time management and problem-solving skills.
- Exceptional customer service skills.
Ordway values diversity of all kinds, and is committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities and perspectives. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.