Customer Support Specialist

Overview

Dovetail Software is looking for a remote US based Customer Support Specialist. As a Customer Support Specialist, you'll be the primary point of contact for our customers, managing their support experience from initial inquiry through resolution. You'll work cross-functionally with Operations and Product teams, support Dovetail implementations, and help customers get the most out of our platform.

Responsibilities

• Foster and build strong relationships with customers, maintaining a customer-first mentality at all times
• Manage support tickets from initial inquiry through resolution, ensuring timely and effective outcomes
• Identify customer needs and guide them to solutions via email or digital meetings
• Diagnose and troubleshoot issues related to workflows, platform configurations, and integrations
• Perform updates to customer configurations and support Dovetail implementations in collaboration with Customer and Project teams
• Train customers on Dovetail Software products and features
• Work cross-functionally with Operations and Product teams to resolve issues and relay customer feedback
• Escalate issues appropriately when needed

Skills & Requirements

• Excellent customer service skills with a genuine customer-first approach
• Strong oral and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences
• Strong troubleshooting and problem-solving skills, with a drive to understand root causes
• Tech-savvy, with familiarity across: APIs, SaaS applications, database technologies, AWS, CSV/flat files, SSO, CSS, HTML, SPF, FTP, SSH, PGP
• Experience with helpdesk support and ticketing systems
• Proven ability to prioritize and manage multiple tasks simultaneously
• Attention to detail, particularly when handling customer production data and maintaining data security
• Prior customer-facing technical support experience, ideally within a SaaS environment, at the application configuration level
• Comfort learning and technically supporting a multi-product suite
• Experience collaborating with cross-functional teams (Product, Development, QA, Support, Professional Services)

Desired Experience

• Experience working with HR teams or familiarity with HR technology
• Experience with CRM and/or helpdesk software platforms
• Enterprise report writing experience (e.g. Crystal Reports, Exago, Cognos, Business Objects)

About Dovetail:

Founded in 1996 and based in Austin, Texas, Dovetail Software provides an HR Service Delivery Experience that includes HR Case Management, Employee Portal, HR Knowledge Management and Reporting & Analytics that enables HR to achieve excellence in HR Service Delivery.

Dovetail is a place where people work hard, have a tremendous impact on all things Dovetail, but have a great work/personal life balance. Employees don't see Dovetail just as a destination point on the way to a better job. The average tenure at Dovetail is 11 years.

At the heart of our core values, we believe in Teamwork and Customer first. We are a high performing team, who collaborate on ideas, goals and challenges. We build and deliver the best technology that will have a positive impact on our customers. Integrity and the moral compass are key to everything we do.

If all this fits who you are and what you are looking for in your next job, please contact us to learn more.

Additional Information

Dovetail is proud to be an Equal Opportunity Employer & all of your information will be kept confidential according to EEO guidelines.