Technical Support Lead, JobRobotix

JobRobotix, a subsidiary of Nomad Health, is a leading provider of middleware software for the staffing industry. Our hallmark product, JobSource, enables staffing agencies to quickly and easily ingest job orders from hundreds of vendor management systems to the agency’s applicant tracking system (ATS). The JobRobotix Admin portal also gives agencies the power to clean job data before reaching their ATS, so our agency customers spend less time on manual data entry and more time filling job orders.

The JobRobotix Technical Support Lead is the primary point of contact for addressing customer support tickets. 5-star customer support is a cornerstone of our company’s differentiation in the market, and this role plays a primary role in delivering that value. The Technical Support Lead will be a subject matter expert in all JobRobotix products, and will configure customer implementations as well as teach customers how to best use our product.

• Become a subject matter expert on all JobRobotix products
• Partner with Account Management to build support documentation so customers can self-service their questions
• Partner with the General Manager of JobRobotix to create and track metrics for managing the performance of customer support
• Contribute to an environment of high accountability, teamwork and hard work
• Day-to-day activities include:
  
  • Addressing customer support tickets in our customer service software
  • Aiding customers by phone and email to diagnose support issues
  • Training customers on JobRobotix products
  • Provisioning new customer accounts for JobRobotix products as part of their onboarding
  • Assisting customers with JobRobotix account configurations, including setting up connections to 3rd party software
  • Assisting with user acceptance testing (UAT) for customer implementations, e.g., diagnosing error messages, testing connections with 3rd party software
  • Diving into spreadsheets and reports to troubleshoot customer issues
  • Escalating product bugs to our Engineering team

• Prior experience in a technical support role, with a proven ability to troubleshoot and document complex issues while collaborating effectively with cross-vendor technical teams
• Comfortable working in a small startup environment
• Comfortable with ambiguity, and operating in an unstructured environment
• Strong desire to build robust team documentation
• Strong desire to become a subject matter expert in a product suite
• Highly accountable, team player, with a very strong work ethic
• Customer-first mindset: you go above and beyond to make our customers happy
• Excellent verbal and written communication skills
• Basic understanding of MFA, OAuth or SSO
• Familiarity with SQL, and ability to run simple queries.
• Prior experience using tools such as Powershell, Postman or cURL to debug and validate third-party API integrations

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this position description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Nomad Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.

Compensation for this full-time position encompasses both base compensation and variable compensation target of 5% of base compensation, which is not guaranteed and may be based on both individual and company performance. Base compensation is determined as a reflection of your skills, experience, and geographic location. Each geographic location has a benchmarked, specific modifier; below is general guidance on base compensation in key metro areas. Actual compensation may be slightly higher or lower.

• Tier 1: $90,000 - $99,000 (NYC, SF, Seattle)
• Tier 2: $80,000 - $88,000 (Boston, DC, Chicago, San Diego, Los Angeles, Austin)
• Tier 3: $76,500 - $84,000 (All other locations)