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We’re looking for an experienced, technically-minded, professional who is comfortable researching complex issues and providing quality, timely solutions to problems. The right individual is familiar with analyzing software issues, conferring with clients, coordinating with development, and using a variety of tools to diagnose issues, identify root causes, and document.
As a Production Support Specialist, you will join our Technical Support team to support all areas of the AbsenceSoft platform. No two days are ever the same. Our team of Production Support Specialists are excellent problem-solvers and help prevent incidents from causing major business impact. Being Production Support Specialist means you are a Subject Matter Expert and familiar both with our technology and can use a variety of tools to assess issues and questions related to the front- and back-end of the platform. You will be responsible for reviewing complex, high-priority, issues and will need to assist with documentation, escalation, and communication of issue resolution.
Who We Are
AbsenceSoft is elevating the leave and accommodations experience and is looking to hire amazing people like you! We create user-friendly technology that empowers employers to bring humanity, certainty and efficiency to the leave and accommodations experience. Made by HR Professionals for HR Professionals, we're proud of where we've been and excited about where we're headed. We value creative, innovative people who are passionate about their work and who believe there is always a better way.
Leading With Our Core Values
Make a Difference.
We are inspired to make an impact through our hard work, talent and passion. We push ourselves each day to better serve our teams, our clients, and our community.
Team First.
We are driven by team spirit not by self-interest. We value collaboration and approach our work with humility and a desire to win together.
Own it.
If we say it, we mean it. We follow through on our commitments, step up to deliver, and grow from our successes and failures.
Everyone Matters.
No matter your background or experience, everyone's voice holds value here.
What You’ll Do
● Respond to client questions and issues including bugs, feature requests, and business processes primarily through a web-based ticketing system and support line.
● Work directly with clients, as well as Development and Quality Assurance teams to identify, triage, and resolve system issues.
● Leverage logging tools and query editors to review Incidents and determine cause and scope to aid in resolution or provide technical details to Development when appropriate.
● Perform production support hand-off presentations, support tool training, and other ad hoc training as needed, using Zoom Meeting or other web-hosted service.
● Document frequently asked questions and prepare knowledge-based content.
● Document requirements and user stories for production issues and feature requests.
● Mentor new hires and CSAs on our software, procedures, and best practices for analyzing and documenting Incidents, Bugs, and Enhancements.
● Coordinate with various teams to prioritize tickets, analyze root cause, and assist in efficient resolution of all production processes.
● Responsible for following Incident Management response and escalation procedures and serve as a point-of-contact during major Incidents
● Informing customers of all new information related to products, procedures, and trends.
● Participate in the interviewing and hiring of new employees.
● Resolving Technical Support issues (Tier 2) with an eye for detail, procedural accuracy, and strong analytical best practices.
● Maintain a detailed understanding of product architecture, technical components and application functionality across multiple product lines
● Assist in creating training materials pertaining to product troubleshooting and usage
● Set up and document troubleshooting procedures for new product features
What’ll Set You Up for Success
Required Skills:
● Bachelor’s degree or equivalent work experience
● Outstanding written and verbal communication skills
● 3+ years in a technical support role
● Strong multitasking and organization skills
● Proven proficiency in troubleshooting and setting priorities
● Experience with Microsoft Office Suite
Nice to Haves:
● Experience with customer support teams and processes
● Knowledge of FMLA, Disability and/or ADA
● Understanding of Software Development Life Cycle
● Experience with issue ticketing systems such as Jira and Salesforce
What To Know Before You Apply
● We’re located in beautiful Golden, Colorado.
● This is a full-time, salaried position.
● AbsenceSoft provides a wide variety of perks and benefits, including full medical, dental, vision, 401K, and life insurance. We support your professional growth including industry training and CLMS Certification; opportunities for additional industry and technology certifications, and continuing education.
● The salary range for this position is between $53,000 - $60,000.
At AbsenceSoft, we are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. We make all employment and related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.