Customer Support Specialist

Responsibilities

• Build strong relationships with customers, keeping a customer first mentality
• Manage support tickets from initial inquiry through resolution
• Identify customer needs and guide them to solutions by email or digital meeting
• Diagnose and troubleshoot issues across workflows, platform configuration and integrations
• Update customer configurations and support implementations alongside the customer and project teams
• Train customers on Dovetail products and features
• Work with operations and product to resolve issues and relay customer feedback
• Escalate appropriately when needed

Skills and requirements

• Excellent customer service skills with a genuine customer first approach
• Strong oral and written communication, able to explain technical concepts to non technical people
• Strong troubleshooting and problem solving, with a drive to find root causes
• Tech savvy across APIs, SaaS applications, database technologies, AWS, CSV and flat files, SSO, CSS, HTML, SPF, FTP, SSH and PGP
• Experience with helpdesk support and ticketing systems
• Able to prioritize and manage several things at once
• Attention to detail, particularly around customer production data and data security
• Prior customer facing technical support experience, ideally in SaaS at application configuration level
• Comfortable learning and supporting a multi product suite

Desired experience

• Working with HR teams, or familiarity with HR technology
• CRM or helpdesk software platforms
• Enterprise report writing, for example Crystal Reports, Exago, Cognos or Business Objects

Founded in 1996 and based in Austin, Texas, Dovetail Software provides an HR service delivery experience covering HR case management, the employee portal, HR knowledge management and reporting and analytics.

Dovetail is a place where people work hard, have a real impact on everything here, and still have a life. People do not treat this as a stop on the way to a better job. The average tenure at Dovetail is 11 years.

At the heart of our values we believe in teamwork and customer first. We are a high performing team who collaborate on ideas, goals and challenges. Integrity is key to everything we do.