Technical Support Specialist

| Chicago

PowerReviews works with more than 1,000 global brands and retailers to increase conversion and improve products and the customer experience with ratings and reviews and Q&A software. Ratings and reviews solutions from PowerReviews are essential for consumers as they search and shop online and in-store, and they are proven to increase online site-wide sales up to 17%.

As a Technical Support Specialist, you will lead the technical relationship for a named set of clients to ensure their success using our SaaS platform, seamlessly partnering with our Account Management and Customer Success teams. The Technical Specialist role is a mix of duties including problem solving of SaaS technologies, coordinating internal technical resources, driving projects, and building long-term relationships with clients. 

We are looking for a highly motivated individual who is great at conveying technical ideas in simple terms, working with others, and who is passionate about providing clients with meaningful technical support and solutions.

Key Accountabilities for the Technical Support Specialist:

  • Work with clients to update existing PowerReviews integrations and implement new features, including pilot programs, to drive the technical deliverables of the Customer Success Program
  • Troubleshoot and resolve a variety of client inquiries including data feeds, API calls for proper server response, CSS, and client-side applications written in HTML/Javascript
  • Lead “voice of client” communication process with Product Management to define requirements for product improvements and new features to grow and scale business.
  • Resolve client inquiries directly through individual efforts or working with Customer Success, Account Management, Engineering, and other PowerReviews teams
  • Own and drive both external client projects and internal projects to improve how we work including client upgrades, internal tools, and documentation
  • Perform quality assurance management and testing for clients

Requirements for the Technical Support Specialist:

  • Bachelor’s degree or practical equivalent experience and 1+ years working in a client-facing technology role
  • HTML, JavaScript, XML, CSS, SQL, and Linux/Unix knowledge
  • Proven problem solving skills and ability to communicate technical concepts to both technical and non-technical coworkers and clients
  • Must be authorized to work in the U.S.

PowerReviews is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

1 N. Dearborn, Suite 800, Chicago, IL 60602

An Insider's view of PowerReviews

What does your typical day look like?

My favorite part about being on the Technical Support team at PowerReviews is receiving really difficult issues and finding creatives way to solve the problem. It helps keeps things interesting and no days are ever the same.

Chris

Technical Support Engineer

How has your career grown since starting at the company?

Since starting at PowerReviews, I've had the opportunity to work with individual clients to now serving as the VP of Customer Success. Here I’m able to do what I love while also growing in my career.

Jessica

VP, Client Success

How do you collaborate with other teams in the company?

In the past year our teams have collaborated to deliver over 14 differentiated products, features and capabilities to bring value and ecommerce best practices to our clients and most importantly, delight their customers.

Rachel

Director, Product Management

What are PowerReviews Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Mentorship program
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