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Tier 2 Support Specialist

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Tier 2 Support Specialist

Malauzai Software is known for our awesome design, innovation, integration capabilities, and analytics. We’re just one of those typical Austin Tech Companies – you know, awesome, headquartered in the best city in Texas, high-energy, staffed with super-creative, brilliant, and generally nice folk. You? You’re cool too, and we’d love to talk with you.

Specifically, we’d like to talk about this Tier 2 Support Technician position! We want you to join our growing team with the goal of delighting our customers – if you fit the bill.

You should be able to:

  • Accurately and consistently resolve tickets for consumer and business digital banking solutions – first contact resolution is the goal!
  • Quickly identify and share when tickets are more complex or are trending across the platform.
  • Create and manage quality Knowledgebase content to improve self-service resources and create a one-stop information shop across the organization.
  • Use your masterful skills to cut to the heart of a case – break it into appetizing morsels and serve it in an appealing way. Bon appeticket!
  • Manage cases in a way that is understandable both by other internal resources as well as our end users viewing from the case portal.
  • Act as customer liaison in the reporting of service incidents and requests to internal groups.
  • Set, meet, and exceed customer expectations! Quick resolution of reported incidents, as well as timely and regular follow-up on open tickets.

Requirements:

  • 5+ years of customer support experience, ideally in banking or financial services.
  • Excellent oral and written communications skills, as well as the ability to prioritize work – we want you as good on paper as you are in person.
  • Tech savvy! Comfortable with Apple products, mobile apps, and if you’re familiar with Networking that’s a huge plus.
  • Experience with support and troubleshooting of Windows and Mac OS platforms, including mobile devices running Apple iOS & Android mobile operating systems preferred.
  • Experience with Jira and Confluence.
  • Experience with Salesforce ticketing system a plus, but any client facing ticketing system will do.
  • A degree of any type or flavor is a plus.

Why you’ll want to come work here:  

  • Competitive salary, commensurate with experience.
  • Full benefits package; health, dental, vision, 401k.
  • Great company outings and events.
  • Brand new modern office space with great décor, and covered parking.
  • Strong company culture in a fun workplace environment; with free weekly lunches, beer, video games, and ping pong, we show our appreciation for our employees.
  • We use Slack to communicate and scooters to collaborate!
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