Senior technical support representative job description

Hi — we’re Alyce! Founded in 2015 with a tiny team sharing space with a bike repair shop, we’ve grown up in more ways than one. You can now find us across the globe with roots in Boston.

Every year $242B is spent on corporate gifts, swag and direct mail. It’s the most relational channel and we’re on a mission to make it personal, relevant and a simply magical experience. No more squishy balls, cheap water bottles, and other things that end up in the trash. Our personal gifting platform flips the script by putting the gift recipient in control — creating relevant, thoughtful moments that delight. This is how modern businesses grow sustainably at scale.

We value our people above everything else. While we all have our own passions, personalities, objectives, and goals, we are one team that is building something great together. Our differences make us collectively better. We strive to build a supportive and inclusive environment where our team members are recognized and valued for who they are during working hours (9-to-5) and outside of them (#5to9™).

And we’re proud and honored to be recognized as Comparably’s Best Company for Women, Best Company Culture and Best Places to Work in Boston, as well as Bostinno’s 50 on Fire, LinkedIn’s Top 50 Start-Ups of 2020 and Forbes 2021 Best Start-Up Employer.

About this position

The Senior Technical Support Representative (Integrations Focus) role is cross-departmental within our Customer Success organization focused on making our customers successful with our integrations. This role will involve helping customers install and configure integrations as well as supporting customers post-install with questions or issues they encounter.

We are currently hiring for this role only in either the US or Canada.

How you’ll make Alyce amazing:

• Be Alyce’s customer-facing expert in all things integrations
• Work as a member of the Customer Support team handling technical cases with a focus on integrations-related issues as they come up with our customers
• Act as an escalation point for our Implementation team if customers run into issues installing integrations
• Create and maintain a library of internal and customer-facing support documentation for all current and future integrations (including video content)
• Troubleshoot bugs and issues in partnership with Alyce’s Integrations Engineering Teams
• Deliver actionable insights and strategic recommendations to the Customer Success, Support, Product and Engineering teams
• Advise and support customers on best practices for integrations, Salesforce/CRM reporting set up etc.

How you will uplevel Alyce:

• 1-3 years of experience with CRMs (Experience with Salesforce packages is desirable)
• Knowledge of the MarTech and SalesTech landscape
• Comfort and familiarity working in a help desk environment (ie. Zendesk, Salesforce Service Cloud, Help Scout, or similar)
• Experience with filing bugs for engineering in issue tracking software (ie. JIRA, Github issues, or similar)
• Familiarity working with and troubleshooting browser based applications and basic APIs
• Experience working with automation or IPAAS systems (ie. Zapier, Workato, Mulesoft, etc)

We firmly believe our differences make us collectively better. Alyce is committed to building a team that is diverse in background and experience. Alyce recognizes Diversity as the presence of differences that may include race, gender, religion, sexual orientation, ethnicity, nationality, socioeconomic status, language, (dis)ability, age, religious commitment, or political perspective. Diversity also includes differences in principles, values, thoughts, and beliefs. Diversity of thought and experience are vital to building a personal Alyce experience, representative of the world in which we live.

Please do not let doubt get in the way of you applying for this position. If you can demonstrate the abilities listed above, we want to hear from you.

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