This is a Fully Remote Job
About Our Client:
The organization operates in the software solutions industry, addressing complex technical challenges related to platform configuration, integration, and data management for its customers. It supports clients with advanced technical issues that go beyond frontline support, emphasizing problem resolution in high-volume support environments.
About the Opportunity:
The ADVANCED TECHNICAL SUPPORT SPECIALIST role focuses on providing expert-level technical support to resolve complex platform, configuration, and data-related issues. This position plays a critical role in ensuring customer satisfaction by troubleshooting advanced problems, supporting data migrations, and collaborating with internal teams to maintain platform integrity and performance.
Responsibilities:
- Investigate and resolve complex technical, configuration, integration, and data issues.
- Analyze data using Excel and system tools to diagnose and solve problems.
- Act as a platform subject matter expert supporting configurations, data imports/exports, and system administration.
- Handle large-scale customer requests such as bulk data imports, platform upgrades, and migrations.
- Support and troubleshoot integrations including HRIS, single sign-on, APIs, and related technologies.
- Perform data audits to ensure accuracy and proper mapping.
- Identify and resolve data discrepancies and recommend improvements.
- Collaborate with Customer Success and Account Managers on client calls to provide technical support.
- Assist implementation teams with system setup, data population, and onboarding activities.
- Conduct quality assurance reviews of configurations.
- Work with Product and Development teams to analyze issues, validate platform behavior, and test fixes.
- Maintain accurate documentation and case tracking in Salesforce.
- Identify recurring issues and contribute to process improvements.
Requirements:
- Strong problem-solving skills for complex system and data issues.
- Proficiency with data analysis, especially using Microsoft Excel.
- Ability to work independently on ambiguous problems.
- Detail-oriented with an understanding of data impact on system performance.
- Ability to differentiate between intended system behavior and software defects.
- Effective communication skills for technical and non-technical audiences.
- Organizational skills to manage multiple priorities.
- Bachelor's degree preferred or equivalent experience.
- At least 2 years in technical support, system configuration, or SaaS platform support.
- Preferred 4+ years of technical or software support experience.
- Experience with Excel functions including formulas, data cleanup, pivot tables, and working with imports/exports.
- Experience in customer-facing roles communicating technical concepts.
- Technical aptitude and ability to learn new systems quickly.
- Preferred experience with software integrations, APIs, SSO, HRIS, LMS, or SaaS platforms.
- Familiarity with databases and data mapping is a plus.
Pay Range and Compensation Package:
- This position has an annual salary range of $60,000 to $68,000, with placement based on experience, qualifications, and business considerations.
Benefits & Perks:
- Full medical, dental, vision, and mental health coverage.
- Generous 401(k) company match.
- Unlimited paid time off.
- Fully remote work flexibility.
- Access to comprehensive learning and development resources.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.