Platform Support Specialist

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We are currently looking to hire a Platform Support Specialist to join our growing Platform Support team. This team is a Customer Care division of Velocity Global, which provides 24/5 global support to our clients and internal functional teams.

Velocity Global is a high-growth International Professional Employment Organization (PEO) delivering high-touch international expansion services to our clients, where collaboration and communication are paramount. If you're seeking to make an impact with a team of professionals who take on the change as a challenge and strive to bring new ideas to life, this could be you.

**RESPONSIBILITIES**
- Responsible for Tier 2 technology support and resolution for clients.
- Manage internal and external communication via our case management platform, including coordinating work among team members and re-assigning work as necessary.
- Provides prompt resolution to external users and clients, escalating complicated issues to appropriate teams
- Provide high-quality service and support to our global clients, adhering to service level agreements.
- Gather and analyze customer feedback, as well as feedback from internal team members, and submit product feedback responses.
- Reproduce complicated bugs and document them thoroughly for the development and engineering team to resolve. As necessary, be comfortable with light quality assurance environment testing.
- Act as the first point of contact for technical issues and troubleshooting for the Velocity Global platform.
- Attend various meetings, for example, weekly team meetings and troubleshooting meetings with clients.
- Provide support to various internal Velocity Global departments with day-to-day tasks by being a resource for tech escalations and questions.
- Collaborate with Technology and Product divisions to ensure client-reported issues are being resolved in a timely manner.
- Support Technology, Product, and Platform Support projects and goals with a focus on client experience.
- Help engage internal Velocity Global departments to follow correct processes and features according to SOC 2 and internal best practices.
- Monitor and report on personal performance, for example, one-touch tickets, resolution times, first response times, customer satisfaction, number of tickets, and number of reopened tickets.
- Provide strategic training and support to various Velocity Global team members regarding our Global Work Platform.
- Work with a variety of Velocity Global departments to identify and create better practices and processes, working in tandem with internal knowledge admins to improve knowledge base articles and ensure the accuracy of content and procedures.
- Must be able to work in multiple ticketing systems to track and report bugs for product alignment.
- Must be able to identify and report severe bugs using emergency communication channels and on-call schedules.
- Consolidate and relay feedback from the Operations Division to the Product and Technology Divisions.
- Track ongoing technical issues related to client expectations and experiences.
- To ensure database accuracy, investigate database information for clients, customers, and internal users.
- Use AWS, CloudWatch, and DataDog logs to identify the cause and/or the scope of bugs.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel so classified.

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor's degree or an equivalent certification.
- Minimum of 3 years of experience in a Customer Services role.
- Preferably 1+ Years working with SQL (simple queries and joins, familiarity with relational database schemas)
- Prior experience with APIs and familiarity with reading JSON. Experience with Postman is a plus.
- Experience with CloudWatch and DataDog is a plus.
- Previous experience working across different time zones, preferably in a 24/5 setup.
- Experience working with JIRA and ZenDesk is a plus.
- Business proficiency in the English language is required.
- Excellent presentation, verbal and written communication, and listening skills.
- Strong communication skills with internal team members and clients across multiple time zones.
- Strong work ethic and a passion for creating unparalleled customer experiences.
- Self-motivated with the ability to work well in a collaborative environment.
- Foreign language skills are a plus

GO FARTHER WITH VELOCITY

At Velocity Global, we're building a dream team made up of the world's best talent. We're looking for people like you to join us as we make opportunity borderless for people everywhere.

ABOUT VELOCITY GLOBAL

At Velocity Global, our values represent who