Matrix Solutions is the leading global media ad platform provider. We are seeking an ambitious Technical Support Analyst with a strong customer service and technical background. The qualified candidate must be highly motivated, energetic, and eager to deploy our software solutions and solve client issues. The Technical Support Analyst is a “hybrid” support-delivery position and will work closely with both our Client Services team and client base. This is a unique opportunity for a motivated individual to learn from our experienced team, solve problems for our premier client base and grow with our organization.
This position reports to the Team Lead, Support Services
What you will be doing:
Maintaining in-depth knowledge of current and future Matrix products and services with the ability to identify and drive revenue opportunities.
Working with Strategic Success Managers on assigned high-value clients in delivering both strategic account plan objectives as well as usage, adoption requirements.
Delivering onsite and remote/virtual product training.
Developing and maintaining actionable account plans for assigned accounts that outline critical success factors, metrics for success, potential issues and recommendations.
Selling services to customers; including producing custom services offerings based upon customer-specific requirements and owning the creation and signature of the Statement of Work (the entire SOW lifecycle).
Owning and driving adoption of our solution, new features, integrations and added-modules within assigned accounts; producing objective and reportable measurements of adoption.
Providing first and second level technical support to our clients.
Using critical thinking and troubleshooting skills to properly assess and diagnose client reported problems.
Managing the progress, and facilitating the resolution, of production support requests.
Proactively contacting and updating clients regarding issue status.
Providing assistance to customers through phone, chat, and email by troubleshooting and resolving technical issues regarding the Matrix product suite.
Performing technical services and assisting in the deployment of our solution to clients.
Performing data normalization; ensuring that data remains cleansed and highly actionable through sales intelligence reporting.
Utilizing SQL and proprietary tools to configure and modify customer databases
You should have:
A Bachelor’s Degree in a technical discipline
Account Management Experience
A strong understanding of and comfort with Microsoft technologies, applications, and operating systems, web technologies (e.g. IIS) and related tool sets
Experience with SQL
Strong organization, time management, and multi-tasking skills
The ability to exercise sound judgment in any customer service scenario
Ability to quickly learn, analyze and resolve simple to complex application issues
Willingness and ability to exceed goals
Proven leadership ability with the ability to take direction from multiple constituents
You should also:
Be a true “team player” that enjoys challenges, is highly motivated and enjoys sharing ideas and recommendations
Have a strong customer focus and high attention to detail
Be very comfortable working in a technology environment and with clients
Have strong problem-solving skills coupled with reasoning to be able to resolve problems or offer alternate solutions
Be self-directed and results-oriented
Have a strong desire to contribute, learn and improve
Have excellent interpersonal and communication skills, both verbal and written
Be willing to work after hours and weekends, when appropriate
Bonus: Bilingual (English and Spanish)
About Matrix Solutions
Matrix Solutions offers a leading web-based media-specific platform that enables intelligent business decisions for managing your sales teams, their opportunities and accounts across Broadcast, Radio, Cable Networks, digital advertising businesses. Over 500 media customers use Matrix Solutions’ CRM, data normalization and analysis, and reporting functions as their platform of choice for their sales organization to gain a 360-degree view of their opportunities and accounts. For more information visit www.matrixformedia.com.