DealCloud is looking for a Technical Product Support Specialist to join our client success team. This position is a client-facing role in which you will diagnose and troubleshoot user issues with our cloud-based SaaS platform. The Technical Product Support Specialist responsibilities include investigating, triaging and resolving tickets that flow into the help desk queue.
In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining customer satisfaction. This position is expected to perform detailed research through in-depth knowledge of the DealCloud Platform. For those issues which require Tier III escalation, this position will work closely with the product and technology teams to determine and communicate a resolution back to the product user. This position will also be expected to share knowledge acquired through formal/informal training sessions with internal staff on the Support and Client Success teams.
What you’ll do:
Responsible for investigating, triaging and resolving Tier II tickets that flow into the help desk queue. Applies appropriate troubleshooting methods and techniques in resolving problems and documents all actions taken.
Assist clients with questions regarding technical product and configuration issues.
Resolve technical product issues, update ticket information, and communicate back to the client while maintaining a high level of client satisfaction.
Prepare detailed specifications and steps to reproduce for items requiring Tier III escalation (such as product defects).
Identify potential delays in resolution, take corrective action, and manage communication to the client.
Work collaboratively with Product, IT, Client Success and Account Management teams on problem analysis and submits recommendations for solution.
Provide clear and concise verbal and written communications with client end-users.
Develop and document efficient methods for handling commonly recurring issues.
Assist in new product release testing and UI feedback sessions with the Product team.
Provide feedback on potential areas for product development/enhancement.
Own internal and external communications regarding Global Platform issues and resolutions.
What you'll get:
Competitive compensation, including meaningful equity participation
Challenging and rewarding work
Generous benefits package
An incredible team of smart and mission-driven people to work with
What you’ll need:
Degree in a relevant field, like Computer Science, IT, Software Engineering or documented work experience in a technical support field.
Strong Excel skills
Deep knowledge of Windows OS and Microsoft Office Suite
Knowledge of help desk ticketing and workflows
Ability to read and analyze application error logs
Sharp troubleshooting and analytical abilities
Basic scripting and programming experience is a plus
Great verbal and written communication skills
Understanding of functional programming concepts
Dedication and commitment to resolve client issues
Experience with SaaS (cloud based) software deployments
Ability to work independently
Bonus if you have:
Microsoft, .NET, SQL or similar certification
Expert understanding of .NET Platform
Strong understanding of data structures and algorithms
Experience in C# and Entity Framework
VBA programming experience (other languages acceptable)
Ability to interact with a wide range of customers and technical issues
Experience working in a dev environment; i.e. Visual Studio 2015/2017, SQL Server 2016, TFS, Entity Framework, Aspose or React/Redux
Experience working in the private equity or investment banking sector is a strong plus
Our job is to power our clients' deal-making process with a high tech software platform, and create long-lasting relationships with them.
DealCloud was formed in 2010 by a team of former deal professionals with deep knowledge of the private capital markets. DealCloud has quickly emerged as a global leader in providing deal management, workflow, and technology solutions to all participants in the private capital markets, including private equity and growth capital firms, sell-side banks, publicly traded companies, and debt capital investors.
From M&A advisory to buy-side due diligence, our unique solutions drive collaboration and efficiency throughout all stages of the deal marketing or principal investing process. The DealCloud team has more than 150 years of execution experience in the private capital markets and we apply our knowledge to a highly specific vertical technology offering combined with unmatched support of clients in major financial centers worldwide.