Malbek · 1 day ago
Technical Support Specialist
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Artificial Intelligence (AI)Enterprise Software
Culture & Values
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Responsibilities
Manage and analyze a queue of customer support tickets (Levels 1, 2), developing solutions to resolve issues with the highest levels of customer satisfaction
Report and prioritize customer issues internally, tracking to resolution and communicating with the customer
Interface with customers through various channels including tickets, email, chat, and video calls
Perform advanced support for complex technical issues, serving as the liaison between the support and development teams when tasked
Troubleshoot reported issues, conduct root-cause analysis, and determine if an issue is a defect, configuration, or training-related
Contribute to internal QA testing activities, particularly for customer-reported issues or enhancements
Support technical issues related to system and data integrations, API usage, and MS Word add-ins
Contribute to maintenance of the internal knowledge base and customer help center content
Collaborate with Customer Success Managers to support overall customer health
Participate in an on-call rotation for partial weekend coverage
Ensure issues are documented, tracked and follow-ups are appropriately scheduled
Other duties as assigned
Qualification
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Required
Minimum 5 years of experience in a customer-facing software technical implementation and/or technical support role
Possess strong written and oral communication skills in English across multiple channels
Proven analytical background with strong technical aptitude
Experience with common troubleshooting tools for web-based applications (e.g., Inspect, Fiddler)
Proficiency in CRM systems (e.g., Salesforce) and support platforms (e.g., Zendesk)
Advanced MS Word skills and experience with MS Office add-ins
Experience with UI and API integrations for web applications
Knowledge of SSO through SAML and user provisioning processes
Strong computer science fundamentals (e.g., algorithms, data structures, object-oriented development)
Experience supporting large enterprise customers in a SaaS environment
On-call support partial weekend, currently once per month
Preferred
Previous experience in Contract Lifecycle Management (CLM) or Legal Operations software
Familiarity with legal document automation and workflow processes
Experience with machine learning or AI-driven contract analysis tools
Knowledge of compliance standards relevant to contract management
Understanding of REST APIs and integration architectures
Company
Malbek
Malbek is an AI fueled enterprise contract management solution that streamlines request, review, signature, and commitment tracking.
Funding
Current Stage
Growth StageTotal Funding
$20.55MKey Investors
Noro-Moseley PartnersOsage Venture Partners
2021-09-28Series A· $15.3M
2020-05-12Seed· $3M
2019-05-24Seed· $0.8M
Recent News
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