Product Suppoer Specialist
London - hybrid working
Intapp is looking for a Technical Product Support Specialist to join our client success team. This position will handle internal requests for our cloud based SaaS platforms. Responsibilities include provisioning new client sites, handling client site changes and controlling site access. This position may also include support ticket work through our help desk queue to diagnose and troubleshoot user issues.
In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining customer satisfaction. This position is expected to perform detailed research through in-depth knowledge of the Intapp Platforms.
What you’ll do:
- Responsible for triaging and resolving internal support tickets that flow into the help desk queue.
- Assist employees with questions regarding new client site provisioning, changes and feature enablement.
- Resolve internal requests involving site provisioning, site changes, site access, enabling/disabling site features.
- Prepare detailed specifications and steps to reproduce for items requiring any escalation to our Product Support team.
- Identify potential delays in resolution, take corrective action, and manage communication to the ticket requester.
- Work collaboratively with Product Support Specialists on problem analysis and submits recommendations for solution.
- Provide clear and concise verbal and written communications with end-users.
- Provide feedback to the Support Manager to help develop efficient methods for handling commonly recurring issues.
- May assist in new product release testing and UI feedback sessions with the Product team.
- May work on some product support tickets as needed to investigate, triage and resolve tickets that flow through the queue.
What you'll get:
- Competitive compensation, including meaningful equity participation
- Challenging and rewarding work
- Generous benefits package
- An incredible team of smart people to work with
What you’ll need:
- Degree in a relevant field, like Computer Science, IT, Software Engineering or documented work experience in a technical support field.
- Strong Excel skills
- Deep knowledge of Windows OS and Microsoft Office Suite
- Knowledge of help desk ticketing and workflows
- Ability to read and analyze application error logs
- Sharp troubleshooting and analytical abilities
- Basic scripting and programming experience is a plus
- Great verbal and written communication skills
- Understanding of functional programming concepts
- Dedication and commitment to resolve client issues
- Experience with SaaS (cloud based) software deployments
- Ability to work independently
Bonus if you have:
- Microsoft, .NET, SQL or similar certification
- Expert understanding of .NET Platform
- Strong understanding of data structures and algorithms
- Experience in C# and Entity Framework
- VBA programming experience (other languages acceptable)
- Ability to interact with a wide range of customers and technical issues
- Experience working in a dev environment; i.e. Visual Studio 2015/2017, SQL Server 2016, TFS, Entity Framework, Aspose or React/Redux
- Experience working in the private equity or investment banking sector is a strong plus
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Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks if applicable to the position.
Please note: Intapp will not hire through text message, social media, or email alone. We will never extend a job offer unless you have been contacted directly by an Intapp recruiter and have participated in the interview process which will generally consist of 3 or more virtual or in person meetings. Please note that Intapp only uses company email addresses, which contain “@intapp.com” or “@dealcloud.com” to communicate with candidates via email. Intapp will never ask for financial information of any kind or for any payment during the job application process. We post all legitimate job openings on the Intapp Career Site at https://www.intapp.com/working-at-intapp/. If you believe you were a victim of such a scam, you may contact your local authorities. Intapp is not responsible for any claims, losses, damages, or expenses resulting from scammers.
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