Ascend · 10 hours ago
Technical Support Engineer
Portland, OR
Full-time
Remote
Entry Level
$60K/yr - $65K/yr
1+ years exp
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Responsibilities
Diagnosing and resolving customer issues across a range of technologies, including SQL, C#, and modern web applications (AWS, etc.…
Communicating with customers via multiple support channels – primarily email, phone, and video conferences
Maintaining an average SLA adherence rate of 98% or higher, ensuring prompt and effective resolution of customer issues.
Consistently achieving and sustaining a Customer Satisfaction Score (CSAT) of 95% or higher through exceptional communication and support quality.
Collaborating with cross-functional teams to resolve escalated cases efficiently and provide actionable feedback to improve product usability.
Documenting and standardizing troubleshooting processes, ensuring consistency and clarity for all team members.
Qualification
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Required
1 to 3 years in technical support roles, preferably in SaaS or software environments.
Strong troubleshooting expertise with proficiency in SQL, database management.
Experience with ERPs like Workday.
Experience with OCR technologies (MSFR, ABBYY, Iron, etc…).
Experience with debugging programming languages (e.g., Python, C#, Go).
Exceptional written and verbal communication.
Attention to detail.
Proven ability to resolve complex customer issues collaboratively.
A commitment to continuous improvement, customer satisfaction, and operational excellence.
Candidates must live in the Eastern Standard Time zone or be willing to work Eastern Standard hours.
Benefits
Comprehensive health care benefits (100% covered for employees, 50% for dependents)
Generous retirement plan match
Annual Lifelong Learning & Wellness Allowance
Flexible time off
Paid holidays
One week off between Christmas and New Year’s
Charity matching and volunteer days
Flexible schedules
12 weeks of paid parental leave
Great tools and tech to do your best work: Hardware, software, and home office setups
Company
Ascend
Ascend is a leading provider of Accounts Payable (AP) automation solutions for medium and large enterprises in the cloud.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-12-15Debt Financing
Leadership Team
R
Rob Southern
President and CEO
Recent News
2024-05-24
Company data provided by crunchbase
