Professional Service Technical Consultant

Summary

Join Quorum as a Professional Services Technical Consultant and be part of a fast-growing software company that provides workflow software and information services for government affairs professionals. Based in Washington, D.C., you will report to the Director of Technical Professional Services, supporting clients by troubleshooting technical issues and addressing tickets through a ticketing management solution. You will collaborate with Product and Engineering teams to prioritize tickets and influence product strategy, taking a proactive, customer-first approach. This role requires strong analytical and troubleshooting skills, experience with various technologies, and a proven track record in technical support or customer service within a SaaS environment. The position offers a remote-first work environment with flexible options and a comprehensive benefits package.

Requirements

• Proficient English both written and verbal
• Need to have finished or be completing a college degree in a technical field
• Has at least 1 year of experience in front-line technical support or customer service roles at a SaaS company
• Knowledge and experience with HTML, CSS, JavaScript, PHP, Python, and MySQL
• Knowledge and experience working with third-party systems via APIs (Salesforce, NationBuilder, MailChimp, or similar systems), SSO, File Transfer
• Has experience with a ticketing solution at a user, manager and admin level (ZenDesk, Atlassian, JIRA, etc.)
• Has worked directly with product and engineering teams to help prioritize tickets and influence product strategy
• Strong analytical skills to review data and utilize it to better understand customer and team challenges
• Strong troubleshooting and problem-solving skills
• Exceptional attention to detail

Responsibilities

• Take a proactive ‘customer-first’ approach
• Troubleshoot basic issues with the platform and escalate as necessary in a timely manner
• Help build tools that allow others in the company to troubleshoot and address technical issues
• Partner with the Customer Success team in tracking customer issues and requests
• Manage incoming support tickets and deliver first-tier platform support handling the initial research, troubleshooting, and resolution of customer issues
• Proactively addresses issues with team members and other leaders before they escalate
• Meet and strive to exceed company retention and customer satisfaction goals
• Handle special projects or requests from Customer Success team
• Stays up to date on industry best practices

Benefits

• Flexible Paid Time Off
• Standard Brazil holidays plus additional company-wide days off for team members to rest and recharge
• Free Subscription to the Calm App
• Free Subscription to Linkedin Learning to support professional development
• Invest in Yourself Days - one designated day per quarter is dedicated to your professional development!
• Monthly Work from Home Stipend
• Mental and Dental Care by SulAmérica
• Virtual and in-person team events
• Mental Health stipend
• Alelo Food Voucher
• In company English classes
• Inclusion & Diversity Affinity Groups to support belonging
• 12 weeks of paid parental leave