Senior Technical Support Analyst, Solutions By Text
Enterprise texting solutions
Open for applications
Enterprise texting solutions
101-200 employees
Open for applications
101-200 employees
Company mission
To evolve the way businesses interact with their customers.
Role
Who you are
- The successful candidate will be detail-oriented, self-motivated, adaptable, and focused in a high-energy environment
- 3+ years of applicable technical or customer support experience working in a Software-as-a-Service (SaaS) support or success capacity
- Multi-year experience with API/integration, webhooks, file process automation, network/systems, and/or Postman
- Comfort managing high-complexity, Level 2 production requests in a fast-paced environment
- Proven proficiency with data intensive research and technical problem-solving
- Experience working within an incident management framework
- Excellent detail-oriented, organizational, and time management skills
- Customer focus and adaptability to different personality types and situations
- Excellent verbal and written communication skills
- Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors
- Bachelor’s degree is preferred
- HubSpot, Salesforce, and Jira experience is desired
- Experience with texting and/or payment solutions is a plus
What the job involves
- SBT is looking for a Sr. Technical Support Analyst to support our company’s rapid growth
- This role will be responsible for providing consultative text and payment support to our customers
- At a minimum the ideal candidate will need to be an energetic, persistent customer advocate and problem solver who can translate customer needs into a plan of action
- Job duties include handling elevated and high-priority customer requests within a fast-paced environment, managing issues in collaboration with technical partners to ensure adherence to service level agreements (SLA)
- Resolve complex inbound customer support and technical questions, requests, and issues
- Deliver expert knowledge and level 2 technical consulting by phone, email, and chat
- Develop an expert level working knowledge of company’s products, structures, workflows platform features
- Take ownership and accountability of customer requests contributing to high level of CSAT
- Manage customer escalations with persistence and urgency
- Ensure customers receive the appropriate level of detail and follow-through
- Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s
- Manage queue of tickets, maintaining clear communication, internally and externally
- Maintain accurate and detailed records of customer interactions, action items, and file documentation
- Remain current on SBT platform releases, compliance updates, and changes in company policies
- Contribute to development of the SBT Knowledge Base
- Collaborate with management to effectively train and mentor junior staff members, as needed
- Initiate customer migrations, using the appropriate tools, process, and partnerships
- Adhere to the Company's Code of Conduct/Ethics
- Create and maintain effective working relationships with other Company employees
- Ability to multi-task, prioritize, and manage time effectively
- Contribute to the professional culture within the office and the company overall
- Project a professional and appropriate company image in all dealings with clients, vendors, business partners
- Ensure security of information in all matters pertaining to company, customer, and partner
- Contribute to the overall professional culture
Our take
Business text messages are an increasingly popular tool for marketing and communication, with proven high returns on investment and increased customer engagement. However, adding SMS capabilities into existing company operations can be complicated. Solutions By Text supplies an enterprise texting solution to enable companies to adopt communication and marketing by text, and reach more customers more effectively.
Solutions By Text was founded in 2008, and stands out for being the only compliance-first enterprise texting solution. Its range of products includes Two-Way Texting, Pay By Text, and Verify By Text - as well as business tools - and it also supplies consulting. The company’s services are grounded in compliant logic and led by regulatory direction, and are simple to employ as they may be integrated into a company’s existing software platform.
Solutions By Text serves an impressive list of clients including leading banking and auto finance brands. The company has seen good investment that will fuel its growth and increase the adoption of its solutions across the consumer finance lifecycle. It has also launched embedded payments within its texting platform through a collaboration with Nuvei Corporation, demonstrating the company's desire to keep enhancing its offering.
Freddie
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (2 rounds)
May 2024
$110m
GROWTH EQUITY VC
Nov 2021
$35m
LATE VC
Total funding: $145m
Company benefits
- 20 Days PTO
- 401k (3% Matching)
Company HQ
Farmers Branch, TX
Leadership
Danny Cantrell
(Co-Founder)Former CEO of the company. Co-Founder of Powered By Text, and former Founder and CEO of Ministry by Text. Also founded Marketing Response Solutions.
Mike Cantrell
(Co-Founder)Former President of the company. Co-Founder and COO of Powered By Text. Previously the National Director of Customer Acquisition for Bally Total Fitness.
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