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Technical Support Specialist

Job Description:

In order to serve our growing customer base more effectively, Lockstep is looking for a Technical Support Specialist to join our Customer Success team. As a Technical Support Specialist, you will serve as the first point of contact to customers reaching out with Tier 2 questions or concerns. Lockstep prides itself on its stellar customer support ratings and you will play a big role in maintaining that. This role is a good opportunity for someone looking to grow at Lockstep and in their career. 

Key Responsibilities:

Specific responsibilities include:

• Respond to customer inquiries in a professional and courteous manner. This includes the ability to troubleshoot issues as they arise, ensure proper account setup and configuration, and follow-up on system enhancements

• Listen to customers to understand problems they are experiencing in order to effectively diagnose the appropriate solution

• Triage and aid in prioritization of issues as they are brought to your attention

• Collaborate with Customer Success Managers (CSMs), product, and engineering teams to address customer concerns and manage expectations

• Maintain and update knowledge base to ensure that customer self-service guides contain the most current information

• Identify and escalate support tickets, where applicable

• Follow-up with customers to close the loop on their inquiries in a timely fashion

• Demonstrate enthusiasm about the opportunity to help custom

Qualifications:

• Prior experience working in basic IT support, such as updating user permissions

• Excellent written and verbal communication skills

• Organized with a high degree of attention to detail and follow-through

• Ability to work both independently and with a team

• Aptitude for learning software with comfort at a fast pace of learning on the job

• Prior experience with systems such as Zendesk and DevOps

• Accounting background, Accounts Receivable, and collection experience

• Experience working with ERP systems

Function:

Customer Operations

Country:

United States

Office Location:

Lawrenceville

Work Place type:

Hybrid

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Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.