What You'll Do:

• Efficiently operate a high-volume, multi-channel ticket queue, handling complex cases that may take a month or more to resolve.
• Serve as an escalation point for intricate support requests, troubleshooting complex integrations and sophisticated software setups.
• Build cross-functional relationships and apply advanced time management skills to achieve Key Performance Indicators.
• Provide holistic solutions to fully resolve support requests, anticipating downstream impacts for seamless, world-class customer support.
• Master Orum’s product suite and its integrated technologies, becoming a go-to resource for both customers and internal teams.
• Create and update knowledge base content to empower self-service options for internal and external users.
• Critically evaluate and improve support processes to enhance best practices and elevate the effortless customer experience.
• Contribute to the growth of the support team by participating in training, coaching, and mentorship.

Must Have:

• 2+ years of experience in Technical Support
• Zendesk/Fresh Desk experience
• Experience troubleshooting software as a service (Saa S)
• Experience & Intermediate proficiency with Google Apps suite (ie Docs, Sheets, etc)
• Live chat, email support channel experience & operating ticket queues
• Experience with real-time troubleshooting, video conference troubleshooting, remote access troubleshooting ("remote in")

Nice To Have:

• Experience contributing to the knowledge base
• Experience troubleshooting complex software integrations / Troubleshooting APIs
• Experience serving as an escalation point for complex tickets or troubleshooting
• Salesforce Sales App/Account Object experience
• Troubleshooting experience with telephony, Voi P, Networking
• Windows or Mac admin experience
• Proficiency in writing and optimizing complex SQL queries.
• Experience with any of our integrations: Outreach, Sales Loft, Hub Spot