Technical Support Specialist

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years. We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members. As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations—aligning business success with a positive impact on our clients, people, and communities. Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all. Key Responsibilities: ● Responding to support tickets in a thoughtful, efficient and friendly manner ● You will become a product expert, knowing features, modules and even bugs inside and out ● Finding the root cause. Communicating with the development, product and QA teams to prioritize and resolve customer issues ● Proactively communicate with professors on a regular basis to ensure that all their issues and concerns are being dealt with. We aim to be proactive partner than reactive. ● Report bugs and feature requests and follow-up upon implementation ● Contact and liaise with IT departments in universities and explain our requirements to ensure compatibility before the start of classes. Requirements Job Requirements and Credentials: ● You are proficient in English and have strong verbal and written communication skills ● You have held a customer facing role previously and you loved it! ● You’re a problem solver and have exceptional diagnostic skills ● You know a lot (some may call you a wizard) about databases and logs. ● You know what a query is ● You get technology and are considered a nerd (we’re full of them here, don’t be shy) ● You’re not scared of code and get the logic behind it ● You are obsessively customer focused. You have a high level of customer service aptitude and can manage customer expectations ● Your second nature is time management and prioritization ● You are curious and genuinely investigate the issues your customers are dealing with. You assertively represent the voice of the customer ● You are an amazing communicator. You know how to listen, build rapport and respond empathetically to customers ● You’re a master multi-tasker and keep your cool in high-pressure situations ● It would be great if you also knew a thing or two about Salesforce as well