Technical Support Engineer

Investigate client inquiries and provide white glove assistance via phone, email, or chat Provide first response to technical issues, solve where possible Properly triage and escalate unresolved issues to appropriate internal teams in an effective, tactical, and empathetic manner Track customer inquiries through to resolution, maintaining a timely cadence of communication Develop and maintain technical and non-technical playbooks Prioritize and manage several open inquiries at one time Maintain a high bar for client experience by setting an example through performance and work ethic Participate in an on-call rotation to handle high priority queues Must work in a defined working hours, as required by the business; Qualifying Skills Experience: Have graduated with Computer Science or related bachelor s degree 2+ years of work experience in a technical support setting, within financial institutions preferred Strong problem-solving and troubleshooting skills Stellar team player and can navigate issue resolution with cross functional teams Fantastic communication skills, both verbal and written Good understanding of Google apps, Salesforce, JIRA Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growth Technical troubleshooting experience preferred, not intimidated by command-line interfaces