What are the responsibilities and job description for the Enterprise Software Support Specialist position at CapitalRock?
About CapitalRock:
CapitalRock’s applications are used by the largest financial services firms in the United States. We are experiencing a surge of growth and are expanding our team to facilitate this growth. CapitalRock celebrates hard-working, eager-to-learn and solution focused teammates.
Description
We are seeking a customer-focused and technically skilled Enterprise Software Support Specialist to serve as a key liaison between our customers and internal teams. This role will play a vital part in ensuring enterprise customers receive high-quality support, technical troubleshooting assistance, and expert guidance on our software. This position must be able to work onsite at CapitalRock's North Salt Lake, UT headquarters.
Responsibilities
· Customer Support:
o Act as the primary contact for enterprise customers experiencing software and product-related issues.
o Provide professional, clear communication and timely updates to customers.
o Diagnose and troubleshoot issues related to user experience, product configuration, workflows, and integrations.
o Utilize debugging tools, browser network panels, system logs, and API response tracking to investigate and resolve issues.
· Ticket Triage:
o Review, prioritize, and categorize incoming support tickets for effective triaging.
o Recreate and document reported issues to determine root causes and appropriate resolutions.
o Escalate complex issues to product and engineering teams while maintaining ownership of customer communication.
o Track and manage ticket workflow, ensuring timely resolution and follow-up with customers.
· Collaboration & Product Expertise:
o Work closely with product managers, developers, and QA teams to identify, document, and resolve product challenges.
o Contribute insights from customer interactions to help improve product features and performance.
o Assist with product testing and validation of new features before release.
· Documentation & Continuous Improvement:
o Develop and maintain internal troubleshooting guides, FAQs, and knowledge base articles for both customers and internal teams.
o Identify trends in customer-reported issues and recommend process improvements or product enhancements.
o Stay updated on financial services industry regulations, terminology, and workflows to better support customers.
· Industry Knowledge:
o Understand financial services industry terms and processes to better understand and support customers.
Skills
· Strong technical troubleshooting skills, with experience in debugging web applications and APIs.
· Customer service mindset with a proactive approach to solving problems.
· Excellent communication skills to explain complex technical issues to non-technical users.
· Ability to manage multiple customer requests, prioritize tasks, and meet deadlines.
· Strong analytical and problem-solving skills
· Experience with ticketing systems (e.g., DevOps, Jira, Zendesk) and debugging tools (e.g., browser dev tools, Postman).
Education
· Bachelors Degree or equivalent experience
Ideal Background/Experience
· 2-5 years in a SaaS, FinTech, B2B enterprise software support or similar customer-facing technical position.
· A background in software engineering or technical support.
· Proven experience of troubleshooting and debugging common software and user issues
· Bonus: Familiarity with the financial services industry or regulatory technology
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
Work Location: In person
Salary : $60,000 - $80,000
