External I.T. Support

Job Role: External I.T. Support

Reports to: CIO

Position located in Tampa, FL.  Minimal travel required.

Job Summary

External I.T. Support is responsible for the day-to-day prioritization, delegation, and resolution confirmation of all reported tickets and incidental requests for the ThumbStopper platform. This role works directly with customer-facing teams and acts as a liaison with a development pod to ensure that any issues are addressed in an appropriate timeframe. Additionally, this position needs to handle inbound incidental requests for reports and data pulls.

Supervisory Responsibilities


Job Duties / Responsibilities
  • Manage a pod of developers focused on bugs, incidentals, and enhancement requests.
  • Reproduce and report bugs found by key stakeholders.
  • Determine and define project scope and objectives.
  • Measure project performance to identify areas for improvement.
  • Measure where issues are occurring to improve testing.
  • Write test cases for our QA hire to assist with future automation of testing.
  • QA bugs and incidentals before they are implemented.
  • Liaise between Customer Success and Technology to ensure that the technology needs are met.
  • Lead backlog pointing sessions to determine priority and difficulty of projects.
  • Manage JIRA Service Now ticketing system for Customer Success to report issues/request to the Development team.

Additional duties and responsibilities as required. 

Daily Requirements
  • Contribute a minimum of 40 working hours per week, excluding lunch/breaks.
  • Participate in scheduled meeting(s) to discuss department priorities.
  • Professional interaction with Customer Success, Sales, and Marketing departments as well as management.
  • Support the Customer Succes team with the onboarding, configuration, and reporting for new and existing brand partners. 
Required Skills/Abilities
  • Excellent verbal and written communications skills.
  • Excellent customer service skills.
  • Organized w/ attention to details.
  • Proven ability to build and maintain relationships with clients.
  • Proficient with Microsoft Office Suite or related software.
Education / Experience
  • High School Diploma
  • 3+ Years of Experience in Account Management, Customer Service, or similar role
Physical Requirements
  • Prolonged Periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at a time.
That’s Us and its subsidiaries provide equal employment opportunities (EEO) to all employees and applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Please send cover letter and resume to Careers@thumbstopper.com to be considered or apply below.