Technical Support Specialist I

Technical Support Specialist I
Department: Support (600)
Location: Remote (with occasional travel, department-dependent)
Employment Type: Full-Time
Citizenship Status: US Citizen or Green Card holder required

About Solver

Solver is a cloud-based extended financial planning and analysis solution (xFP&A) that increases access to actionable insights beyond the finance department to accelerate better decisions. Our patented QuickStart integration technology enables immediate access to a collection of tailorable templates, allowing finance and management users to optimize their planning, reporting, consolidation, and analysis processes.

At Solver, employees dive into cutting-edge technologies and tackle exciting challenges while enjoying a collaborative environment. We empower our employees to become significant contributors to our growth. Solver is transforming how organizations from innovative startups to Fortune 500 enterprises leverage data-driven solutions to achieve smarter, faster, and better decisions.

Position Summary

Solver is seeking a Technical Support Specialist I to join our Support team. In this role, you will provide initial to Tier 2 technical product support to customers through inbound and escalated channels including phone, email, chat, and video.

You will be responsible for handling customer inquiries, diagnosing and resolving technical issues, assisting with lower-level support needs, and escalating more complex concerns to higher-level support or engineering teams. This position requires strong communication skills, problem-solving ability, and a customer-focused mindset.

This is an entry-level professional role that operates under close supervision with limited independent judgment, providing an excellent opportunity for growth within the organization.

Key Responsibilities

The Technical Support Specialist I will be accountable for the following:

Respond to customer inquiries, issues, and requests via phone, Zendesk, and other support channels in a professional and empathetic manner.

Diagnose technical issues by asking probing questions, analyzing error messages, and identifying root causes.

Provide step-by-step troubleshooting guidance and effective solutions to resolve customer issues.

Maintain working knowledge of the Solver product suite, with emphasis on Reporting, and stay current with product updates.

Escalate complex or advanced issues to higher-level support teams or engineering when necessary.

Clearly communicate technical concepts and solutions to users with varying levels of technical expertise.

Use remote access tools to assist customers directly when required.

Manage multiple customer cases simultaneously and prioritize based on urgency and severity.

Maintain accurate documentation of incidents, updates, and resolutions within support systems.

Provide exceptional customer service across all communication channels.

Required Qualifications

The ideal candidate for this role will bring a foundational skill set and relevant experience that supports effective customer support delivery. Essential qualifications include:

Bachelor’s degree (or international equivalent) and 1-3 years of relevant experience, or equivalent combination of education and experience.

Strong customer service and interpersonal skills.

Problem-solving ability with strong attention to detail.

Ability to communicate clearly and effectively in both written and verbal formats.

Basic to intermediate technical troubleshooting skills.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Preferred Qualifications

The following skills and experience are not required but would be considered strong assets:

Experience supporting SaaS or financial software applications.

Familiarity with ticketing systems such as Zendesk.

Experience using remote support tools.

Exposure to reporting tools or financial systems.

Compensation & Benefits

Compensation: Competitive, based on experience
Commission Eligibility: No

Benefits Include:

Medical, dental, vision, and life insurance

401(k) plan with company matching

Paid time off and holidays

Company outings, team-building events, and more

Opportunities for professional development and growth