Technical Support Consultant - Client Services

TeamDynamix is an award-winning SaaS Cloud solution that brings ITSM, ESM & Project Portfolio Management (PPM) together with iPaaS. We're looking for a Technical Support Consultant with strong communication skills to help empower our clients and make TeamDynamix the best product possible. This remote role is ideal for people with a passion for delighting customers and solving tough technical issues. 

About the Role  

• Organize and maintain the collection of tickets reported by customers and ensure resolution. 
• Troubleshoot unexpected behaviors and answer technical questions about the TeamDynamix and iPaaS applications. 
• Instruct end-users on changes to products via support inquiries. 
• Advocate on-behalf of customers on critical support inquiries.  
• Properly escalate support issues to the appropriate groups within TeamDynamix.  
• Complete assigned customer builds for existing-customer Managed Services retainer program 
• Teach and train customers on best practices within iPaaS.
• Respond to application issues for customers. Identify problems and coordinate appropriate corrective action with both the TeamDynamix and iPaaS applications. 
• Work directly with customers to provide services and help resolve technical challenges. 
• Identify methods of automation and other approaches to apply technology to solve problems. 
• Identify and implement areas of improvement which are beneficial to the Support team and Professional Services Department. 
• Gather and document integration requirements and collaborate with clients to validate approach.
• Build integrations between various systems for clients using the TeamDynamix iPaaS application.
• Configure and test the integrations to ensure quality.
• Manage project timelines, with the ability to multi-task across many client assignments.
• Provide timely and accurate project status to management.
• Contribute to our knowledge base to help clients and internal employees understand product use and function. 
• Deliver high-quality, high-value consulting services to enable clients to recognize value from the solution and deliver end-user and administrative training as part of consulting projects.  

• Bachelor’s degree in a related field of business or equivalent work experience. 
• 1 - 3+ years of experience working with customers in a technical environment such as in professional services/consulting, solutions engineering, or solution automation in SaaS environments. 
• 2+ years of working with customers in a technical environment.
• Experience working in an iPaaS platform (preferred).
• Exposure or experience with scripting languages such as Javascript, Python, and Powershell.
• Experience working with web services and REST based APIs.
• Curiosity and energy – ability to understand the client’s true problems. 
• Highly skilled communicator and storyteller who can switch easily between technical and executive audiences. 
• Strong project management knowledge, presentation, and interpersonal skills. 
• Enjoy teaching and being a lifelong learner. 
• Ability to define business requirements and translate them into creative solutions as well as build and sustain client relationships of trust and respect.
• Understanding of enterprise technologies and business processes.
• If you believe you would add value but don't meet all the criteria we've laid out, we'd still love to hear from you.