L1 Technical Support Specialist - brightfin

Company Overview:

brightfin provides clients with a suite of IT financial management and managed software subscriptions to enable your organization to rationalize, comprehend, normalize, optimize, and allocate spend to clearly show IT’s value in delivering revenue, services, and organizational enablement for the enterprise.

Job Summary: The role of a L1 Technical Support Engineer involves providing technical support to clients, diagnosing and resolving complex technical issues, managing inquiries efficiently, and ensuring high levels of customer satisfaction. As skills and knowledge increase, growth to L2 Technical Support Specialist roles and beyond, into more technical roles within the organization, can be anticipated.

Essential Functions / Duties / Responsibilities:

Incident Management:

• Review and prioritize incoming incidents in your queue based on urgency and complexity
• Ensure timely and efficient resolution of technical issues within standard timeframes
• Track the progress of each ticket and provide regular updates on status to internal and external stakeholders

Technical Issue Diagnosis:

• Identify root causes of problems and implement solutions or workarounds as necessary
• Collaborate with key technical leaders to gain an understanding of the platform and applications

Documentation and Knowledge Management:

• Update and maintain internal knowledge base and documentation to reflect new solutions, common issues, and best practices

Collaboration with Team Members:

• Collaborate with other technical support agents and internal teams to resolve complex issues and share knowledge
• Escalate unresolved or particularly challenging tickets

Quality Assurance:

• Ensure that all issue resolutions meet the requirements

Own Projects:

• Find parts of the product or processes that can be improved. Formulate the problem, take ownership of the resolution or escalate it to the appropriate department, and manage the process to ensure effective resolution

Efficient Time Management:

• Accurately track time spent on each ticket and technical issue to ensure efficient use of resources and adherence to service level agreements (SLAs)

Minimum Qualifications:

• High School Diploma or GED, minimally required
• 1+ year of experience preferred
• ITIL or ServiceNow certification is encouraged

Required Knowledge/Skills/Abilities:

• Experience in SaaS Product support or ServiceNow
• Desire to become more familiar with ServiceNow
• Excellent verbal and written communication skills
• Service and customer-oriented mindset
• Demonstrated abili