Technical Support - Search

Responsibilities:

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• Customer Support – gathering information about issues with our software, entering tickets into Zoho, attempting to resolve issues or answer how-to questions, routing to other departments for resolution, and customer follow-up.
• Technical Troubleshooting – gathering information on technical issues such as error messages and logs, analyzing client implementations as well as shared software components to identify defects, attempting to reproduce problems, documenting defect scenarios, diagnosing root causes and providing resolutions or workarounds
• Technical Writing – catalog common issues and their resolution for our Knowledgebase

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Requirements:

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• Must be authorized to work in the United States on a permanent basis
• 4-year college degree or equivalent work experience, preferably in a technical field such as computer science
• 1-3+ years’ experience working in a customer-facing technical support role
• Experience with a support ticketing system (e.g. Zoho, ZenDesk, Freshdesk)
• Experience troubleshooting web-based software issues
• Excellent written and verbal communication skills (English), with the ability to explain complex technical problems to non-technical audiences
• 1-2 years web development experience (HTML, CSS, JavaScript, XML/XSLT, ASP.NET/C#)
• E-commerce, content management, and/or marketing automation experience is a plus

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Bridgeline Digital Offers:

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• Competitive base salary and benefits, paid vacation and holidays, 401K, and more
• A dynamic, open-minded company with great opportunities for personal development
• Work with the newest development and digital engagement technologies · An organization where suggestions are encouraged, and your influence can be felt within the company and Bridgeline’s products
• Professional development and career advancement opportunities
• Inspiring, fast-paced, and flexible environment

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