Technical Support Specialist - Impel : Job Details

The Impel Technical Support Team provides support to internal employees and customers. As a Technical Support Specialist, you will resolve customer inquiries and concerns with all Impel assets. You will analyze, diagnose, and resolve end-user incidents, which range from simple troubleshooting to more complicated technical issues, along with the technical setup of a customer's Impel service. This role provides accurate incident resolution, creates a positive customer support experience, and builds strong relationships through communication, problem-solving, and timely resolutions. This role will also involve working directly with the Impel Level 3 Support/Development Team and Impel AI Support Team, aiding them in direct customer interactions and analysis of high-level issues. -Works in an agile environment to design, develop, test and deploy software. -Writes code for new and existing features. -Develops and maintains unit tests and integration tests. -Participates in code reviews. -Collaborates with development teams and product managers. -Participates in software architecture decisions. -Mentors junior teammates. -Works with product managers to design and estimate software projects. Other -Maintains confidentiality of work-related issues, records, and company information. -Demonstrates a commitment to Diversity, Equity and inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating change. -Strong customer service and problem-solving skills. -Deep internal product knowledge for all Impel products -Ability to work independently, receives general instructions on routine work and detailed instructions on new assignments -Effectively work cross-functionally and with a wide range of people with different skill sets -Excellent organizational, interpersonal, and communication (written and verbal) skills -Exceptional time management skills with the ability to handle multiple projects simultaneously with a strong attention to detail -Must always maintain a polished and professional attitude. Communicate issues with facts, suggestions, and possible resolutions -Must be able to continuously learn and retain the knowledge of new services offered by the company. Ability to learn quickly and adapt to change -Ability to work in a fast-paced environment while solving problems quickly and creatively -Proficient in Microsoft Office Suite -Positive, customer-first attitude -One year of relevant Customer Service/Technical Support experience in a fast-paced environment, a Bachelor's degree is an added plus