Demo
Salary Resume Critique Job Openings

Technical Support Specialist

Decisions.com
Virginia, VA Full Time
POSTED ON 1/20/2025
AVAILABLE BEFORE 4/20/2025

Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.

The Technical Support Specialist will be responsible for owning a caseload of customer support tickets and resolving issues presented through the recommendation of best practices, troubleshooting, or product training. Additionally, the Technical Support Specialist works closely with the Development and QA teams to identify, resolve and release fixes to product defects encountered. This is a communication-heavy role. Interested individuals must be comfortable getting on video calls and utilizing other communication mediums to solve problems. This role requires the ability to write detailed documentation in order to maintain a comprehensive knowledge base. Ideally, the Technical Support Specialist will be engaged in thoughtful leadership, best practice development initiatives, and employee training.

This position is on-site at our HQ in Virginia Beach, VA.

Key Objectives

Objective #1 : Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums

  • Schedule and coordinate meetings to review and solve customer issues
  • Take detailed notes and record events / problems in the appropriate knowledge base
  • Maintain consistent communication with customers for open issues
  • Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue

Objective #2 : Perform remote troubleshooting of customer issues over web meetings and email

  • Take detailed notes and record events / problems in the appropriate knowledge base
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Take note of customer resources / tools and install and test them locally to aid in the troubleshooting endeavor
  • Learn to identify key error log messages, and the solutions they point towards

    • Objective #3 : Train customers on the use of Decisions

  • Building example projects to aid the customers in the learning problem-solving process
  • Set up and lead targeted training sessions for customers on topics such as SSO, Oauth, Repository interaction, and others
  • Set up calls to walk customers through an end-to-end upgrade across both major and minor versions

    • Objective #4 : I nvestigate, test, and submit product defects to the engineering team for redress

  • Pass on any customer feedback or suggestions to appropriate internal teams
  • Identify problem points in the product for improvement in future releases
  • Test customer-reported bugs in the newest version of the product to determine if bugs need to be addressed
  • Identify customer-reported bugs, and simplify them into a locally reproducible scenario for the core dev team to use as a solution metric

    • Specialized Experience

  • A.S. / B.S. / B.A. in Engineering, Computer Science, Information Systems, Mathematics or related technical experience, or equivalent experience (preferred)
  • Technically minded individual
  • Logical thinker
  • Interested in problem-solving
  • Customer Service Focused
  • Demonstrates willingness to learn and follow directions
  • Good written and verbal communication skills with the ability to communicate both internally and client-facing

    • If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
    Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

    What is the career path for a Technical Support Specialist?

    Sign up to receive alerts about other jobs on the Technical Support Specialist career path by checking the boxes next to the positions that interest you.
    Income Estimation: 
    $83,086 - $106,052
    Income Estimation: 
    $83,298 - $131,726
    Income Estimation: 
    $101,020 - $131,637
    Income Estimation: 
    $44,214 - $56,812
    Income Estimation: 
    $76,683 - $97,426
    Income Estimation: 
    $53,079 - $69,818
    Income Estimation: 
    $55,856 - $76,003
    Income Estimation: 
    $64,935 - $90,225
    Income Estimation: 
    $53,670 - $75,445
    Income Estimation: 
    $64,935 - $90,225
    Income Estimation: 
    $79,324 - $110,520
    Income Estimation: 
    $79,324 - $110,520
    Income Estimation: 
    $102,853 - $137,551
    Employees: Get a Salary Increase
    View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

    Not the job you're looking for? Here are some other Technical Support Specialist jobs in the Virginia, VA area that may be a better fit.

    Technical Support Specialist

    Relativity, Virginia, VA

    Electronic Classroom Technical Support Specialist

    CSA Global LLC, Virginia, VA

    View More Jobs

    AI Assistant is available now!

    Feel free to start your new journey!