Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.
The Technical Support Specialist will be responsible for owning a caseload of customer support tickets and resolving issues presented through the recommendation of best practices, troubleshooting, or product training. Additionally, the Technical Support Specialist works closely with the Development and QA teams to identify, resolve and release fixes to product defects encountered. This is a communication-heavy role. Interested individuals must be comfortable getting on video calls and utilizing other communication mediums to solve problems. This role requires the ability to write detailed documentation in order to maintain a comprehensive knowledge base. Ideally, the Technical Support Specialist will be engaged in thoughtful leadership, best practice development initiatives, and employee training.
This position is on-site at our HQ in Virginia Beach, VA.
Key Objectives
Objective #1: Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums
- Schedule and coordinate meetings to review and solve customer issues
- Take detailed notes and record events/problems in the appropriate knowledge base
- Maintain consistent communication with customers for open issues
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Objective #2: Perform remote troubleshooting of customer issues over web meetings and email
- Take detailed notes and record events/problems in the appropriate knowledge base
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Take note of customer resources/tools and install and test them locally to aid in the troubleshooting endeavor
- Learn to identify key error log messages, and the solutions they point towards
Objective #3: Train customers on the use of Decisions
- Building example projects to aid the customers in the learning problem-solving process
- Set up and lead targeted training sessions for customers on topics such as SSO, Oauth, Repository interaction, and others
- Set up calls to walk customers through an end-to-end upgrade across both major and minor versions
Objective #4: Investigate, test, and submit product defects to the engineering team for redress
- Pass on any customer feedback or suggestions to appropriate internal teams
- Identify problem points in the product for improvement in future releases
- Test customer-reported bugs in the newest version of the product to determine if bugs need to be addressed
- Identify customer-reported bugs, and simplify them into a locally reproducible scenario for the core dev team to use as a solution metric
Specialized Experience
- A.S./B.S./B.A. in Engineering, Computer Science, Information Systems, Mathematics or related technical experience, or equivalent experience (preferred)
- Technically minded individual
- Logical thinker
- Interested in problem-solving
- Customer Service Focused
- Demonstrates willingness to learn and follow directions
- Good written and verbal communication skills with the ability to communicate both internally and client-facing
What We Do
Decisions provides a rules-driven, no-code platform, enabling companies to drastically reduce their time to market for their applications. Decisions technology is deployed as the basis of multiple commercial applications in healthcare, life sciences, finance, logistics, and operations software. It is used directly by companies on almost every continent, ranging from mid-size companies to many Fortune 500 corporations.
Decisions provides one no-code platform for all types of business processes. With our no-code visual designer you can deploy fast and empower business users to manage their own processes. There are thousands of features built-in, ready to drag and drop and you’re done! Our rules-driven automation allows you to adapt quickly to price changes, regulations, customer demands and more.
We have seen technology evolve rapidly during the past decade, and the disruption of Covid-19 cannot be understated. Entire industries have been forced to reengineer how they get work done. The chaos caused by the pandemic has shown how ill-prepared many businesses are to adapt to sudden changes. For example, processing paperwork is difficult when employees are remote and paper forms are physically at the office.
Without automation, these processes grind to a halt. Systems and processes that are inflexible and cannot scale break down when people change their behavior all at once. These are just some of the challenges presented by the global pandemic that are accelerating the adoption of automation and digital transformation.
We remain committed to delivering an experience that gives more control and configuration ability to administrators. Specifically, allowing programmers to build things that can be configured by non-programmers in a way that is safe, visible and flexible. This challenge has driven us to create numerous technologies in use today at some of the world's largest and most innovative companies.
 (1).png)
