Job Summary
The Customer Support Specialist troubleshoots customer concerns and is the primary source of aggregation monitoring and advanced issue resolution. This role understands the needs of the customers and communicates those needs with the appropriate teams to ensure concerns are resolved.
 
Job Duties

• Investigate and resolve technical support issues from clients and partners

• Provide world class customer support

• Improve the platform by being the voice of the customer

• Be a support visionary seeking new ways to make the end-user experience better, while creating new ways to help make the software better

• Demonstrate your care for our customer's success and software experience

• Exhaust all resources and recognize when an issue must be escalated

• Effectively communicate to users, partners, and clients

• Understand how to use internal systems to troubleshoot and resolve client issues

• Utilize interpersonal skills, specifically working with co-workers, clients, and management

• Must learn and effectively use various data querying tools and any other MX specific toolsets

• Learn Git process and effectively use Github

• Efficiently read and interpret log data

• Effectively communicate and simplify technical terms for the client

Requirements

• 1-2 years experience preferred in tech support or similar role heavily involved in technical troubleshooting

• Excellent verbal and communication skills - strong written communication skills are a must

• World class customer service, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated users

• Experience using common help desk tools such as Zendesk or other platforms

• Excellent analytical and troubleshooting skills

• Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems

• Knowledge of Microsoft Office 365 Suite of applications

• Expected to gain experience in all MX core services, applications, and architecture

• Previous experience in the financial industry is a bonus

Work Environment
At MX, we utilize a hybrid work model, which allows us to attract top talent, provide work-life balance, and increase productivity through collaboration. Our team members enjoy a balance of remote work and monthly in-person collaboration meetings. Travel expectations are about 15%, and the company covers travel expenses for remote employees. Local employees are encouraged to utilize in-office time on a weekly basis. Both local and remote employees can take advantage of our incredible office space with onside perks like company-paid meals, onsite massage therapist, golf simulator, and meditation room to name a few.

Compensation

The expected on-target earnings (OTE), which is comprised of a base salary and other forms of cash compensation, such as bonus or commissions is currently $19.73/hr to $23.67/hr. This pay range is just one component of MX's total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

**Please note that this position does not accept sponsorship candidates at this time. Only US-based candidates who are authorized to work in the US without sponsorship, now or in the future, will be considered for this role.

At MX, we seek to hire candidates who drive results and achieve successful outcomes. We utilize a hybrid work arrangement style, which may require both local and remote team members to be in the office when necessary, to kick off projects, hold cross team strategy meetings, or complete key deliverables. Remote team members will travel into the office four times per year, and MX covers travel expenses associated with this requirement. Both local and remote employees can take advantage of our incredible office space with onsite perks, company-paid meals, onsite massage therapists, sports simulator, gym, mother’s lounge, and meditation room.

MX is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses. All your information will be kept confidential according to EEO guidelines. You may request reasonable accommodations by sending an email to [email protected].