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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting technical issues, managing help desk ticketing workflows, and providing exceptional client communication. Proficient in SQL, API knowledge, and familiar with SaaS solutions and integration platforms.
Highest-signal resume keywords
Troubleshooting SkillsHelp Desk Ticketing KnowledgeSQL Programming ExperienceSOAP and REST API KnowledgeClient Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQLT-SQLSOAPREST APINetwork TroubleshootingData StructuresAlgorithmsTechnical SupportAnalytical AbilitiesProduct Defect Resolution
Soft Skills
Clear CommunicationTeam CollaborationClient InteractionProblem SolvingIndependence
Tools & Technologies
Intapp ProductsDell Boomi Integration PlatformWiresharkFiddlerSaaS Software
Certifications & Qualifications
Microsoft Certification.NET Certification
Industry Keywords
Help DeskTechnical SupportCloud-Based SoftwareOn-Premise SoftwareTicketing Workflows
Tech Stack
Tools & technologiesCloudSOAPSQL.NET
About the role
Key responsibilities & impact- Investigate, triage, and resolve tickets entering the help desk queue
- Apply troubleshooting methods and techniques and document all actions taken
- Assist clients with technical product and configuration questions
- Resolve technical product issues, update ticket information, and communicate resolutions to clients
- Prepare detailed specifications and reproduction steps for escalated items such as product defects
- Identify potential resolution delays, take corrective action, and manage client communications
- Provide clear verbal and written communication to client support contacts
- Develop and document efficient methods for recurring issues
- Provide feedback on potential product development and enhancement areas
- Research complex issues using in-depth knowledge of Intapp solutions
- Engage appropriate resources to resolve high-priority or complex issues while maintaining client satisfaction
Requirements
What you’ll need- Degree in a relevant field such as Computer Science, IT, or Software Engineering, or documented work experience in a technical support field
- Knowledge of help desk ticketing and workflows
- Sharp troubleshooting and analytical abilities
- Basic SQL and T-SQL programming experience highly desirable
- SOAP and REST API knowledge
- Experience with SaaS/cloud-based software and/or on-premise enterprise software
- Ability to interact with a wide range of customers and technical issues
- Ability to work independently and within a team
- Familiarity with Dell Boomi Integration Platform is a plus
- Microsoft, .NET, SQL, or similar certification is a plus
- Basic network troubleshooting skills, including load balancer configuration and use of Wireshark or Fiddler, are a plus
- Strong understanding of data structures and algorithms, including fundamentals of AI work and troubleshooting, is a plus
- Experience with Intapp products is a plus
Benefits
Comp & perks- Reimbursement for training and continuing education
- Modern, open offices
- Complimentary lunches
- Fully stocked kitchens
- Comprehensive wellness programs
- Flexible time off programs
- Family-formation benefits
- Paid volunteer time off
- Donation matching program
- Professional development opportunities
- Flexible work environment