Technical Support Team Lead at Quickbase (Salt Lake City, UT)

| Salt Lake City, UT
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Position Overview

The Technical Support Team Lead is responsible for overseeing the daily operations of a technical support team as well as participating as an active member of the team by handling support cases.

The Technical Support Team Lead will be expected to lead by example by providing exceptional support to customers via email and phone, helping to ensure daily flow, building reports, handling internal and external escalations, helping with ad hoc projects, providing coaching/mentoring for Tier 1 Technical Support Representatives, and training. The Technical Support Team Lead will work within the Customer Success Team and will report to the Technical Support Manager. This position is an advocate in the overall culture, vision, and values of the Quickbase Technical Support Team.

In this role, you will:

  • Oversee the day-to-day operations of the Technical Support Team
  • Act as a mentor and provide oversight, coaching, and training to technical support staff
  • Be the point of contact when it comes to technical and customer escalations
  • Provide advanced technical support for both internal and external customers
  • On-board new technical support team members
  • Assist in the creation of the team KPIs/SOPs as well as monitor and report on results
  • Be actively involved with operational delivery and UAT if required for new product and feature releases
  • Monitor team performance and report on metrics
  • Ensure that all customer inquiries and issues are solved correctly and, in a prompt, and professional manner
  • Create Knowledge-Base material for both the team and customers
  • Review all technical support related processes and documentation for continuous improvement
  • Partner with Technical Support and Customer Success to diagnose complex application and ecosystem performance issues and create strategies to return stability to those ecosystems and their servers

You will have:

  • 4+ years of Technical Support or equivalent experience
  • Proven people management and leadership skills
  • Strong analytical skills to investigate and resolve customer support tickets
  • Able to multi-task efficiently under time pressure
  • Previous experience in managing customer-focused teams
  • Proven experience in managing a service and support focused team culture
  • Ability to mentor and help coach others both technically and personally
  • Proficiency using software programs/ technology such as Quickbase, Microsoft Office, Splunk, Gliffy, and Developer Tools in multiple browsers
  • Experience or training in reading JSON, HTML, and other markup languages
  • Ability to collaborate with stakeholders in different teams to influence change through a matrix organization.

Ideally, you will have:

· Bachelor's degree in Computer Science, Information Systems, or a related field preferred

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • Proprietary Data Store (C++ Compiler 11-17)Databases

An Insider's view of Quickbase

What's something quirky about your company?

Something quirky about Quick Base is for sure, Waffle Wednesday. Every Wednesday you can expect to see 20+ people gathered in the kitchen anxiously awaiting their hot, made-to-order waffle in the morning. This time allows for a relaxed morning and the opportunity to get to know all of the other waffle-lovers and new employees at QB!

Emily

Growth Marketing Co-op

What's the biggest problem your team is solving?

Bringing the power of business automation and the “drag and drop” ease of integration between software systems to our platform. Our mission is to deliver an easy to use, scalable, performant and secure solution to business users and empower them to automate their processes quickly and effectively.

Armelle

Director, Software Engineering

How does the company support your career growth?

Growth and Quick Base have almost been synonymous to me. The learning has not stopped since the day I stepped into the interview. Perfecting my skills when I was in sales development has led me to success as an Account Executive. Quick Base's focus on learning has made me a true sales professional.

German

Account Executive, Small Business

What is your vision for the company?

Our platform allows people to reshape how they work without getting caught up in the pitfalls of IT. We help to unleash people’s creativity with a concept referred to as Citizen Development. I see Quick Base leading the next transformation of the workforce by being the biggest and best Citizen Development platform.

George

Chief Revenue Officer

What are some things you learned at the company?

I've learned that cross functional collaboration is key. Taking chances and jumping at opportunities is critical, but above all else, go with your gut!

Shannon

Account Executive, Enterprise

What are Quickbase Perks + Benefits

Quickbase Benefits Overview

• We offer comprehensive medical, dental and vision plans that start day 1 of employment.
• The Quick Base 401k plan includes a match of 125% up to 6% of contributions, with a $10,000 annual maximum.
• We subsidize pre-tax commuting expenses up to $84.50/month.
• Fun perks such as a cold brew keg, snacks, Waffle Wednesdays, etc.
• Through our Quick Base Cares program, employees can take up to 4 days per year (paid) to partner with non-profit organizations to make a positive impact where we work and live.
• To motivate employees to stay or get active, we provide a Wellness Benefit where we reimburse up to $650 per year.
• Our Tuition Assistance Program offer employees reimbursement up to $5,000 per year for their continued career development.

Culture
Volunteer in local community
Our Quick Base Cares Committee provides volunteer opportunities for our employees, from food drives to cleaning up a local park. Our team logged 1400+ hours of volunteer time last year!
Friends outside of work
Intracompany committees
We have a cross-functional committee, the Joy Division, which hosts fun events and offers new ways to hang out with our fellow Quick Basers. Our latest is a kickball league starting up this April!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
The Quick Base 401k plan includes a match of 125% up to 6% of contributions, with a $10,000 annual maximum.
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Quick Base hosts an annual family picnic that includes a BBQ, bouncy houses, games, face painting and a shaved ice truck!
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
We currently host a Game Night, Book Club, and Kickball League, and are always up for a new club or team!
Fitness Subsidies
We offer a Wellness Benefit reimbursable up to $650/year for eligible expenses, such as a gym membership, race entry fees, a bike, and much more. Our Cambridge office also has a free gym onsite.
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Quick Base encourages employees to show off their skills or a new project to other QBer's via a Lunch and Learn.
Promote from within

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