Support

Technical Sales Support Representative (Remote within Texas)

Preferable Location: Dallas, Austin, Houston, San Antonio   |   Full Time

Company Background

 

Form.io is headquartered in the heart of downtown Dallas, and is a young, exciting, and leading edge software technology platform company.  Form.io provides form-building and data management API creation capabilities to organizations that are building their own complex, form-centric, workflow oriented business process applications.  Form.io serves customers of all sizes, all over the world, in every business vertical including government agencies, healthcare, banking and finance, education, insurance, industrial mfg., and many others.  The company has a powerful and unique technology designed specifically for software developers, and is growing rapidly

 

Job Description

 

Form.io is seeking a Technical Support Representative residing within the State of Texas.  Technical Support Representatives are responsible for working directly and independently with new and existing customers providing them first class, highly responsive technical support and project management to drive customer satisfaction and grow the company. 

 

What’s in it For You:

 

  • A fast-paced growing company offering competitive pay with equity participation

  • Exposure to best-in-class cutting edge software tools and technologies

  • The opportunity to work with a wide range of customers all over the world,  of all sizes, and operating in every business vertical.

  • Opportunity for a long term career path with professional challenge and growth opportunities.

  • A culture that values open communication, individual contribution, and team collaboration,  all in a flexible office / remote environment

 

Key Responsibilities

 

  • Provide technical support to customers;identifying and resolving customer issues, and escalating as required.

  • Work closely with current and new customers to understand business needs and recommend solutions that assist the customer in meeting their project objectives, and improvements that will maintain and grow sales within assigned accounts.

  • Partner with Software Engineers / Developers to produce status reporting and tracking  of customer account activities. • Engage in problem solving by performing system analysis, interpreting data and providing written recommendations to ensure customer operations are performing at optimal levels.

  • Actively support Form.io technology and innovations with assigned customers to promote long-term business relationships

  • Assist in developing strong relationships with key stakeholders in current and new customers

  • Maintains and updates all sales activity data through the custom Form.io CRM.

 

  • Take ownership of customer issues reported and see problems through to resolution

  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Provide prompt and accurate feedback to customers

  • Ensure proper recording and closure of all issues

  • Prepare accurate and timely reports

  • Document knowledge in the form of knowledge base tech notes and articles

  • Follow the SLA for issues with respect to the severity. 

 

Skills/Knowledge:

 

  • Proven working experience in enterprise technical support in a software development environment

  • Experience and Knowledge of enterprise application software languages, frameworks, databases, cloud-based platform services

  • Strong written and verbal communication, interpersonal, and organizational skills including the ability to present and persuade at the leadership level.

  • Strong Excel  / Google Sheets /Trello / Jira project tracking and reporting skills

  • Competitive attitude and strong work ethic with the ability to enthusiastically represent the company.

 

Experience/Education Required:

 

  • 3-5 years of technical sales support project management experience within a software technology environment.

  • Associate degree in computer science / Information Technology or equivalent education.

 



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