Technical Support Representative

Job Description

About the Role

As the Technical Support Representative, you will be responsible for providing a positive experience to requesters in need of help with inquiries that require in-depth analysis, advanced troubleshooting skills, and intricate knowledge of product functionality. You will face challenges such as helping customers understand the data in the product to promote product adoption, resolve rendering issues, and debug complicated coding errors. You are a world-class problem solver who thrives on leveraging your keen analytical skills to interpret data from a very logical, systematic perspective. This Support Tier II position will enable you to apply your natural curiosity and attention to detail to find the needle in the haystack as a product, coding, and Salesforce certified subject matter expert in a growing global company. Validity’s strong commitment to customer success will provide you with a unique opportunity to become an integral part of Validity’s continued growth.

Position Duties and Responsibilities

• Provide Tier I and II support and respond to incoming requests from customers, prospects, and colleagues through our support channels (cases, phone, and chat).
• This role will have a particular focus on Tier I & II support of customers in the APAC and Australia region, but will also support the overall workload of the global Customer Support team.
• Reproduce customer issues in a sandbox environment to resolve advanced troubleshooting issues, such as deciphering debug logs (i.e., DemandTools and Salesforce) and attaching records.
• Complete advanced troubleshooting steps in performing root cause analysis to fast-track inbox placement, product rendering, and coding resolution.
• Provide creative workarounds until bugs are resolved.
• Escalate critical issues, bugs, and feature requests to product managers and track progress on behalf of Customer Success.
• Collaborate closely with cross-functional teams as appropriate to resolve customer issues.
• Train Support Tier I team members, Client Success Managers, and new hires.
• Monitor team Slack channels to ensure questions don't go unanswered so peers can respond to cases accurately.
• Analyze customer issues using proprietary tools, publicly accessible tools, and data provided by the customer to determine the root cause.
• Consistently maintain excellent customer satisfaction ratings.
• Provide prompt and accurate feedback to requesters.
• Ensure the support SLA is met on all assigned Support cases.
• Prioritize and manage several open issues at one time.
• Help develop Support procedures, policies, and standards.
• Participate in holiday on-call rotation as required.

Required Experience, Skills, and Education

• Self-starting, intellectually curious, and creative individual comfortable operating in ambiguity.
• 2-years experience in a technical role, deep understanding of Salesforce administration, deep understanding of AppExchange, decipher basic de-bug logs and SOQL queries in logs, java scripting, basic understanding of APEX code, advanced log file troubleshooting, and Stack Trace File.
• 2 years of email deliverability experience.
• Ability to translate technical concepts for non-technical teams and customers.
• Ability to work independently with little supervision.
• Proven ability to work in a fast-paced, iterative department with rapidly changing conditions.

Preferred Experience, Skills, and Education

• Experience in creating Salesforce reports.
• Salesforce certified
• SAP
• Looker

About Validity

For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products – Everest, DemandTools, BriteVerify, and GridBuddy Cloud – are all highly rated, #1 solutions for sales and marketing professionals.. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth.

Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, winning culture, and a work environment that fosters hard work, trust, and fun.

Headquartered in Boston, Validity has offices in Tampa, Denver, Indianapolis, London, and Sydney. For more information, visit connect with us on LinkedIn, Instagram, and Twitter.

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Validity is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.