dynaConnections Corporation
Overview
We are seeking a Senior Technical Support Specialist at dynaConnections who will provide product support and expertise to customers as the first line of contact. You will ensure successful onboarding of new customers through the support process and facilitate ongoing success for existing customers. You will diagnose and solve product-related issues in a timely and courteous manner, work independently or with others to resolve product, systems, and other technical problems related to dynaConnections applications, and provide professional, high-quality support to customers, partners, and the technical team to resolve software and configuration issues. You may be called upon to test beta deliveries or fixes before they are released to customers. You will assist customers in resolving open issues and provide best-practice guidance to achieve high satisfaction with dynaConnections products and customer support services. The role combines rapid response to customer inquiries, handling enhancement requests, and analyzing and categorizing common issues. About Us
dynaConnections is a rapidly growing SaaS company founded in 2001, based in Austin, TX. We provide a mission-critical SaaS application that enables organizations to utilize their big data with the best and highest use. Our growing suite of products is delivered via a hybrid Cloud computing service, utilizing the latest innovative technology and processes, and is backed by an outstanding team. Our application, connectMLS, easily connects users with clients, streamlining collaboration and closing millions of real estate transactions. Based on our consistent performance, clients consider dynaConnections application connectMLS a essential component of their success. At dynaConnections, we have developed a stellar reputation for delivering and maintaining a high-performance SaaS application that continues to exceed client expectations. Consequently, we always seek self-starters to contribute to dynaConnections ongoing success with a client-first attitude. Everyone at dynaConnections impacts the companys future directly or indirectly. Four fundamental principles Passion
Having the right mindset for client success. Collaboration
Engaging, designing strategies, and solving problems together. Get Stuff Done
Turning obstacles into opportunities. Play to Win
Having fun and going All-In to exceed expectations.
About You
Are you interested in working with a high energy team using the latest technology to build and manage a robust, highly efficient, mission-critical platform? Successful candidates must possess excellent communication, analytical, and problem-solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence. If this sounds like you, we are interested in talking with you about becoming an essential team member at dynaConnections! Position Details Responsibilities & Duties
With a keen focus on customer satisfaction and product quality, provide customer support to a wide variety of customers across multiple markets. Build and maintain relationships with our customers support teams. Become a product knowledge owner of our products and services, from end to end. Full ownership of support-related product issues and customer challenges: debug the problem, reproduce the issue, report errors to the product team, assist in developing a solution, and communicate to the customer with updates regarding a resolution, timelines, and any workarounds. While troubleshooting an issue, determine whether it is a bug, design flaw, or enhancement. Escalate all urgent, unusual cases, or situations presented by customers to management after initial diagnoses. Identify problem areas and work with the development team to offer possible solutions. Thoroughly and accurately document details of all interactions in the case management system. Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to utilize the product properly as per their needs. As a product expert, understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario. Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to team members and product owners. Work with the development team to develop and test solutions, as well as test new versions of products. Write technical specifications and best practices documentation. Participate in client meetings, to ensure proper communication with the customers that may assist with the investigation of the issue reported. Provide technical leadership role when working with customers, partners, and internal teams. Ability to work flexible hours, as needed. Maintain client confidence by keeping their information confidential.
Additional Abilities
Understanding of product integrations in customer enterprise environments. General IT knowledge, including networking, operating system, and hardware, as it pertains to application support. Comfortable working with database query languages (SQL and/or NoSQL). Knowledge of the real estate industry, specifically with multiple listing service MLS applications.
Qualifications & Skills
Bachelors Degree or Masters in Computer Science, Mathematics, Business IT, Software Engineering, or a relevant field. 3+ years of experience in a technical support position, preferably for enterprise software solutions, working with external customers, and enjoy it! Have empathy for customers, and take time to understand their pains, needs, and wants, and go the extra mile to make sure their issues are resolved. Excellent customer service, organizational, interpersonal, verbal, and written communication skills. Experience with ticketing systems. Able to work independently within defined processes and procedures and within a team environment. Exceptional troubleshooting, diagnostic and analytical skills. Experience reading and interpreting log files on Linux systems. Attention to detail, responsible, and reliable. Stay informed with the latest changes in technology. Experience with project management and workflow tools and processes Jira, Agile, Scrum, etc. Attentive time management skills, with the ability to prioritize and multitask. Someone with a good sense of humor who believes work should be fun as well as intellectually satisfying. Solid team player.
Culture
Diversity Employment Daily Standup Meetings Casual Work Environment Employee Appreciation Events Hybrid Remote Work Environment Based on employees abilities to work remotely and physical location
Benefits
dynaConnections offers a complete package of benefits and plans to support you and your family. Below is a description of our current benefits, which provide health and well-being plans, an opportunity to build personal wealth for your future, and to make life a little easier and fun! And we are always looking for new and improved plans to add to our packages that benefit employees. HEALTH & WELLBEING Medical/Mental/Rx Insurance Vision Insurance FINANCIAL PLANS 401(k) Retirement Savings Plan Long-Term Disability Insurance Plan Accidental Death and Dismemberment Insurance Plan Basic Life Insurance Plan EQUITY PLAN
Stock Options (This role is eligible to participate in the companys Stock Option plan.) TIME OFF Generous PTO Paid Sick Days Paid Holidays
Perks
Stocked Kitchen, and Taco Fridays Professional Development Opportunities & Reimbursement
Apply Today
Please submit the application, along with the following: Current Resume
Equal Employment Opportunity (EEO)
dynaConnections is an EEO Employer, extending opportunities to qualified applicants and employees equally regardless of an individuals age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression, or veteran status. At dynaConnections, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Job Details
Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology Industries : Software Development and Real Estate
#J-18808-Ljbffr
We are seeking a Senior Technical Support Specialist at dynaConnections who will provide product support and expertise to customers as the first line of contact. You will ensure successful onboarding of new customers through the support process and facilitate ongoing success for existing customers. You will diagnose and solve product-related issues in a timely and courteous manner, work independently or with others to resolve product, systems, and other technical problems related to dynaConnections applications, and provide professional, high-quality support to customers, partners, and the technical team to resolve software and configuration issues. You may be called upon to test beta deliveries or fixes before they are released to customers. You will assist customers in resolving open issues and provide best-practice guidance to achieve high satisfaction with dynaConnections products and customer support services. The role combines rapid response to customer inquiries, handling enhancement requests, and analyzing and categorizing common issues. About Us
dynaConnections is a rapidly growing SaaS company founded in 2001, based in Austin, TX. We provide a mission-critical SaaS application that enables organizations to utilize their big data with the best and highest use. Our growing suite of products is delivered via a hybrid Cloud computing service, utilizing the latest innovative technology and processes, and is backed by an outstanding team. Our application, connectMLS, easily connects users with clients, streamlining collaboration and closing millions of real estate transactions. Based on our consistent performance, clients consider dynaConnections application connectMLS a essential component of their success. At dynaConnections, we have developed a stellar reputation for delivering and maintaining a high-performance SaaS application that continues to exceed client expectations. Consequently, we always seek self-starters to contribute to dynaConnections ongoing success with a client-first attitude. Everyone at dynaConnections impacts the companys future directly or indirectly. Four fundamental principles Passion
Having the right mindset for client success. Collaboration
Engaging, designing strategies, and solving problems together. Get Stuff Done
Turning obstacles into opportunities. Play to Win
Having fun and going All-In to exceed expectations.
About You
Are you interested in working with a high energy team using the latest technology to build and manage a robust, highly efficient, mission-critical platform? Successful candidates must possess excellent communication, analytical, and problem-solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence. If this sounds like you, we are interested in talking with you about becoming an essential team member at dynaConnections! Position Details Responsibilities & Duties
With a keen focus on customer satisfaction and product quality, provide customer support to a wide variety of customers across multiple markets. Build and maintain relationships with our customers support teams. Become a product knowledge owner of our products and services, from end to end. Full ownership of support-related product issues and customer challenges: debug the problem, reproduce the issue, report errors to the product team, assist in developing a solution, and communicate to the customer with updates regarding a resolution, timelines, and any workarounds. While troubleshooting an issue, determine whether it is a bug, design flaw, or enhancement. Escalate all urgent, unusual cases, or situations presented by customers to management after initial diagnoses. Identify problem areas and work with the development team to offer possible solutions. Thoroughly and accurately document details of all interactions in the case management system. Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to utilize the product properly as per their needs. As a product expert, understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario. Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to team members and product owners. Work with the development team to develop and test solutions, as well as test new versions of products. Write technical specifications and best practices documentation. Participate in client meetings, to ensure proper communication with the customers that may assist with the investigation of the issue reported. Provide technical leadership role when working with customers, partners, and internal teams. Ability to work flexible hours, as needed. Maintain client confidence by keeping their information confidential.
Additional Abilities
Understanding of product integrations in customer enterprise environments. General IT knowledge, including networking, operating system, and hardware, as it pertains to application support. Comfortable working with database query languages (SQL and/or NoSQL). Knowledge of the real estate industry, specifically with multiple listing service MLS applications.
Qualifications & Skills
Bachelors Degree or Masters in Computer Science, Mathematics, Business IT, Software Engineering, or a relevant field. 3+ years of experience in a technical support position, preferably for enterprise software solutions, working with external customers, and enjoy it! Have empathy for customers, and take time to understand their pains, needs, and wants, and go the extra mile to make sure their issues are resolved. Excellent customer service, organizational, interpersonal, verbal, and written communication skills. Experience with ticketing systems. Able to work independently within defined processes and procedures and within a team environment. Exceptional troubleshooting, diagnostic and analytical skills. Experience reading and interpreting log files on Linux systems. Attention to detail, responsible, and reliable. Stay informed with the latest changes in technology. Experience with project management and workflow tools and processes Jira, Agile, Scrum, etc. Attentive time management skills, with the ability to prioritize and multitask. Someone with a good sense of humor who believes work should be fun as well as intellectually satisfying. Solid team player.
Culture
Diversity Employment Daily Standup Meetings Casual Work Environment Employee Appreciation Events Hybrid Remote Work Environment Based on employees abilities to work remotely and physical location
Benefits
dynaConnections offers a complete package of benefits and plans to support you and your family. Below is a description of our current benefits, which provide health and well-being plans, an opportunity to build personal wealth for your future, and to make life a little easier and fun! And we are always looking for new and improved plans to add to our packages that benefit employees. HEALTH & WELLBEING Medical/Mental/Rx Insurance Vision Insurance FINANCIAL PLANS 401(k) Retirement Savings Plan Long-Term Disability Insurance Plan Accidental Death and Dismemberment Insurance Plan Basic Life Insurance Plan EQUITY PLAN
Stock Options (This role is eligible to participate in the companys Stock Option plan.) TIME OFF Generous PTO Paid Sick Days Paid Holidays
Perks
Stocked Kitchen, and Taco Fridays Professional Development Opportunities & Reimbursement
Apply Today
Please submit the application, along with the following: Current Resume
Equal Employment Opportunity (EEO)
dynaConnections is an EEO Employer, extending opportunities to qualified applicants and employees equally regardless of an individuals age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression, or veteran status. At dynaConnections, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Job Details
Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology Industries : Software Development and Real Estate
#J-18808-Ljbffr