Role Level: Technical Support Specialist I
Schedule: Full-time, Remote
Join Solver for Long-Term Career Growth
Build a long-term career with a global, industry-leading technology company.
Solver is a leading cloud-based extended financial planning & analysis (FP&A) platform trusted by high-growth startups and Fortune 500 companies worldwide. Our solutions help organizations make smarter, faster decisions through modern planning, reporting, and analytics.
Solver is seeking a Technical Support Specialist I to join our Support team. In this role, you will provide initial to Tier 2 technical product support to customers through inbound and escalated channels including calls, email, chat, and video.
You will handle customer inquiries, troubleshoot technical issues, assist lower-level support needs, and escalate more complex concerns when necessary. This role requires strong communication skills, a customer-first mindset, and the ability to diagnose and resolve technical problems effectively.
This is an entry-level professional role with structured guidance and close supervision, offering strong development opportunities within the Support organization.
What You'll Do (Key Responsibilities)
Customer Support & Issue Resolution
- Respond to customer inquiries via phone, Zendesk, and other support channels in a professional and empathetic manner
- Diagnose technical issues by asking probing questions, analyzing errors, and identifying root causes
- Provide clear, step-by-step troubleshooting guidance to resolve customer issues
Technical Knowledge & Troubleshooting
- Develop and maintain working knowledge of the Solver suite, with emphasis on Reporting
- Stay up to date with product updates to ensure accurate and relevant support
- Provide solutions and workarounds, escalating complex issues to higher-level support or engineering when needed
Communication & Customer Experience
- Clearly explain technical concepts to customers with varying levels of technical expertise
- Deliver exceptional customer service across all communication channels
- Use remote access tools to assist customers directly when required
Case Management & Process Execution
- Manage multiple support tickets simultaneously and prioritize based on urgency and severity
- Maintain accurate documentation of incidents and updates in tracking systems
- Contribute to knowledge sharing and content creation
What We're Looking For
- Bachelor's degree or equivalent experience
- minimum of 3 years of experience in technical support or a related field
- Strong customer service and problem-solving skills
- Ability to communicate clearly in both written and verbal formats
- Ability to troubleshoot technical issues and guide users through solutions
- Strong interpersonal skills and ability to remain composed in challenging situations
Performance & Quality Standards
- First response time
- Customer satisfaction score
- Average number of replies to resolution
- Number of tickets handled
- Contribution to content creation
Why You'll Love Working with Us
Premium Benefits, Perks & Equipment
- Fully remote work environment
- Company-provided laptop
- Free HMO coverage plus 1 dependent
- Welcome gift on Day 1
- Profit-sharing plan
Culture & Team Engagement
- Quarterly Kudos Awards
- Supportive, collaborative work environment
Time Off & Work-Life Balance
- 10 holidays
- 10 vacation leaves
- 10 sick leaves
- 1 birthday leave
