Technical Support Associate
Solovis is a leading portfolio management and analytics platform helping institutional investors navigate todays complex global markets with clarity and confidence. Backed by Insight Partners, were building the next chapter of growth by investing in people and product to raise the bar on quality and client outcomes. Our team is driven by a culture of disciplined execution, humility, and curiosity where AI is at the core of how we operate, innovate, and serve clients. At Solovis, youll join a tech-forward, growth-minded team that believes in learning fast, thinking big, and delivering meaningful impact for asset owners worldwide.
The Technical Support Associates provides support for our growing customer base and users of our software. The role will be responsible for providing support for products, working to troubleshoot, document, and resolve technical issues, as well as collaborate with services, development, customer success and sales.
Key Responsibilities
- Efficiently resolve a growing number of complex customer-reported cases, enhancing customer satisfaction.
- Achieve and maintain a CSAT rating of at least 90% with a 10% response rate for all team-handled cases.
- Produce and update knowledgebase articles regularly to aid customers and promote self-service solutions.
- Consistently meet customer communication targets 95% of the time, ensuring timely updates.
Key Qualities
- Proficiency in utilizing data and analytics to make informed decisions and drive business strategies
- Detail-oriented and organized, this individual prioritizes effectively, excels at time management, and anticipates well in decision making
- Ability to maintain effective performance and emotional control when faced with stress or challenging situations
Skills
- Experience in technical aptitude
- 5+ years of experience in conflict resolution
- 20+ years of experience in problem solving (systems & process)
- 2+ years of experience in advanced communication skills
Requirements
- 1 day per week in the office
- Fluent in English
- Skill required
Interview Process
We want to make sure this is a great fit for both you and us. If you’re invited to the next stage, you’ll first complete a couple of quick aptitude and personality assessments before chatting with a recruiter. Don’t worryeveryone here takes them, all the way up to our CEO. The invite will come from our system (Hirebridge) through a no-reply email address, so keep an eye on your inbox (and maybe your spam folder, just in case).
Artificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process.
All your information will be kept confidential according to EEO guidelines.
Qualified applicants will be asked to complete a 30-minute online assessment as a part of your application.
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