Technical Support Specialist

Who Are We?

Full Circle Insights is proud to build careers by bringing amazing people (like you) together.

The Full Circle Insights team is made up of former Salesforce executives, marketing experts, product managers, and automation specialists who understand how valuable data is – and how frustrating it can be to get. Our powerful, native-to-Salesforce solution empowers companies to easily create attribution models, measure sales and marketing funnels, and align company-wide.

Our Core Values

Our Core Values: 

• Be Transparent
• Transparency is a way of life. To truly Be Transparent you must be candid and honest with everyone to gain trust and build relationships.
• Build Bridges, 
• Building Bridges connects people. It creates trust, builds relationships, and generates growth opportunities both professionally and personally.
• Do It Now
• Do It Now honors the importance of requests and questions, clears lingering tasks, and helps us focus on core actions that change the business.

At Full Circle, we encourage creativity, value innovation, demand teamwork, expect accountability, and cherish results. If you’re ready to make an impact and work with people who care about your success, you’ve come to the right place.

This Role

Full Circle Insights is looking for Technical Support Specialists with a focus on building operational capabilities, you will play a pivotal role in ensuring the smooth functioning of our technical support operations while providing exceptional service to our clients. This multifaceted role combines technical expertise with operational acumen to optimize processes, drive efficiency, and deliver superior support experiences.

This role is responsible for improving our client inquiry and question process easier and ensuring requests are handled quickly while delivering exceptional customer service.  This role is also responsible for improvement and documentation of our knowledge base.

The role reports directly to the VP of Customer Success.

Responsibilities

• Technical Support: Provide timely and effective technical support to clients, addressing inquiries, troubleshooting issues, and resolving problems related to our products/services. Utilize your technical expertise to diagnose and resolve complex issues, ensuring minimal downtime and maximum client satisfaction.
• Process Optimization: Identify opportunities to streamline and optimize technical support processes to enhance efficiency and effectiveness. Develop and implement standardized workflows, procedures, and best practices to improve the overall support experience for clients and internal stakeholders.Specifically, distinguish between a Tier 1, 2 and 3 support request.
• Knowledge Share and Management: Communicate with the internal team when there is a bug or training gap, help share and document knowledge. Develop and maintain a comprehensive knowledge base comprising troubleshooting guides, FAQs, and technical documentation to empower clients and support staff with the information needed to resolve issues independently. Continuously update and refine knowledge resources based on emerging trends and feedback.
• Quality Assurance: Conduct regular reviews and audits of support interactions to ensure adherence to quality standards and service level agreements (SLAs). Provide feedback and coaching to support staff to enhance their technical skills, communication abilities, and customer service excellence.
• Training and Development: Collaborate with cross-functional teams to develop training programs and materials for technical support staff, covering product knowledge, troubleshooting techniques, and customer service best practices. Facilitate training sessions and workshops to promote continuous learning and skill development.
• Operational Reporting: Generate and analyze operational metrics and performance indicators to track the effectiveness of technical support operations. Prepare regular reports and dashboards highlighting key insights, trends, and areas for improvement, and present findings to senior management.
• Customer Feedback: Gather feedback from clients regarding their support experiences, pain points, and suggestions for improvement. Act as the voice of the customer within the organization, advocating for changes and enhancements to products, processes, and services based on client insights.

Continuous Improvement: Drive a culture of continuous improvement within Full Circle Insights, encouraging innovation, collaboration, and proactive problem-solving. Lead initiatives to implement new tools, technologies, and methodologies to enhance operational efficiency and customer satisfaction.

Requirements

Vital Qualifications

• High emotional intelligence with an analytical, detail-oriented mindset
• Extensive experience across the Salesforce product suite
• Proficiency and comfort working with Salesforce reports and dashboards 
• Ability to understand Marketing Operations requirements
• Proven ability to design, optimize, and integrate business processes across systems
• Salesforce declarative development experience 
• Genuine interest in helping customers succeed 
• Clear, precise communication and active listening skills
• Willingness to build consultative skillset
• Excellent problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
• Experience with help desk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Strong communication and interpersonal skills, with the ability to interact effectively with clients and internal teams.
• Proven ability to lead and manage projects, prioritize tasks, and meet deadlines in a fast-paced environment.
• Strong technical proficiency across a range of software applications, operating systems, and networking technologies.

Note: The above job description is intended to outline the general nature and level of work being performed by individuals assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and may be subject to change based on business needs.

Benefits

• The chance to work with innovative and progressive technology.
• Company-paid health, dental, and vision insurance
• Start-up environment with a proven playbook
• Medical and dependent care flexible spending accounts
• Company Short-Term Disability coverage
• Company-paid Life and AD&D coverage with the option to purchase additional coverage
• Open PTO policy
• 9 paid public holidays each year
• 401(k) matching plan