Customer Support Specialist - SaaS Software - Night Shift

Description:
• Founded in 1980, SMA Technologies specializes in automation software and document processing solutions.
• The Customer Support Specialist will respond to alerts from customer environments, support cases and any infrastructure issues.
• Monitor, diagnose and respond to failures reported via multiple channels.
• Proactively take action to resolve or escalate failures.
• Collaborate with the MAS, Support and Infrastructure teams to ensure systems and environments run smoothly and efficiently.

Requirements: • Experience with Level 1 triaging and responding to high volume of support or system issues. • Comfortable working with Enterprise customers and support teams in high-stress production environments to provide patient, customer-focused, technical assistance. • Passionate about organization and reliability. • Driven to improve customer service and promote a dependable environment of accuracy and reliability. • Motivated when working with a diverse team and being able to collaborate on continuous improvement. • Strong level of curiosity and care about learning and self-improvement. • Accountable and dependable with a solid work ethic displaying ownership of responsibilities required in this role.

Benefits:
• A remote first environment – Work from wherever you are comfortable in the contiguous U.S. as SMA Technologies is a remote first organization.
• SMA will provide all the gear you need to be successful in your role, including Dell Laptop, $100/month phone reimbursement, monitors, gear to get yourself started, plus a one-time $250 stipend to purchase any extras.
• 100% Company paid health, dental and vision insurance for you and your immediate family on our competitive HSA plan offering.
• SMA also contributes $1,800 per year into an HSA account for you to spend on qualifying healthcare costs.
• 100% company paid LTD, AD&D and basic life insurance for you.
• Flexible PTO (like unlimited PTO) and flexible working hours to accommodate a great work/life balance.
• 11 Paid Holidays.
• Quarterly Wellness Day to recharge in whatever way you need.
• $2,500 Annual Professional Development stipend to help you continue to enhance your skills.

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