FieldStack · 21 hours ago
Technical Support Analyst
South Portland, ME
Full-time
Onsite
Entry Level
1+ years expFieldStack is a company focused on providing excellent client experiences, and they are seeking a Technical Support Analyst to ensure client satisfaction. The role involves resolving client issues, acting as a liaison between clients and internal teams, and contributing to the overall success of the department.
AnalyticsConsultingPoint of SaleRetail TechnologySoftware
Responsibilities
Perform direct client support via telephone, ticketing system and email
Be the first technical interface between FieldStack and our clients
Understand and define the problem statement and scope of client concerns
Promptly communicate with clients and internal stakeholders to resolve technical issues and close support tickets
Understand product functionality and drive client focused solutions
Own technical issues and resolutions, collaborate with the development team when necessary
Utilize patience, good listening skills, clear and concise terms, and respectful communication to coach clients through processes and help develop confidence in the product/service
Function as an independent producer, but also work effectively and collaboratively as part of the fast-paced team
Participate in on-call rotation for after-hours support emergencies (the following Tuesday after an on-call week will be granted as PTO)
Regularly create and maintain documentation
Contribute to the department attainment of organizational objectives and high client satisfaction
Record time tracking for case management
Other duties as assigned
Qualification
Required
Minimum of 1 year experience in a product support, development or troubleshooting capacity, SaaS experience preferred
Operational experience with performing SQL commands using SSMS
Experience troubleshooting hardware, personal computer, and application issues
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills, including lateral thinking and the ability to use several techniques and approaches when finding solutions
Ability to prioritize tasks
Thorough understanding of, or the ability to quickly learn about, the product
Proficient with Microsoft Office Suite or related software
Preferred
Experience with HTML and CSS
Experience with various operating systems
Retail experience is beneficial
Experience building reports from SQL data is helpful
Bachelor's degree in related field, which may include Computer Science, Business, or Engineering preferred, but equivalent work experience in lieu of a degree will be considered
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Parental leave
Vision insurance
Company
FieldStack
The Foundation for Lean Retail. End-to-end technology and analytics solution built to help omnichannel retailers drive higher profits.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Brett Wickard
Founder and CEO | Chief Technologist | Retail Growth Advisor
Recent News
2025-09-09
2024-12-21
2024-12-20
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