Platform Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the ticket queue by triaging and responding to incoming support requests in alignment with internal ticket SLAs during West Coast provider and client operational hours, from 9 AM to 5 PM PST.

• Act as the primary support contact for providers and/or clients.

• Oversee the management of technical FAQ articles.

• Address specific programmatic inquiries whenever feasible.

• Diagnose software and hardware challenges.

• Escalate complex questions or issues to the relevant internal teams.

• Provide training for new providers on the platform.

• Assist during West Coast provider and client operational hours.

• Delve into technical problems, articulate technical processes, educate others, and foster continuous learning.

⛳️ Requirements

• Strong background in technical support, assisting users, applications, and various systems.

• Exceptional communication skills tailored to the audience.

• Proficiency with ticketing systems, such as Zendesk or ServiceNow.

• Experience in managing ticket queues, communicating with requesters, and adhering to ticket response SLAs.

• Capability to understand platform architecture and its intended functionalities.

• Proficient in remotely troubleshooting hardware and platform-related issues.

• Ability to differentiate user experience issues from platform bugs.

• Familiarity with Jira-Atlassian or similar tools.

• Basic knowledge of SQL Server databases is preferred.

• Experience with Salesforce is preferred.

• Knowledge of Chromebook support is preferred.

• Familiarity with Sentry is preferred.

• Experience with Mixpanel is preferred.

• Candidates residing in the PST time zone are preferred.

🏝️ Benefits

• Discretionary bonuses.

• Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, life, and disability insurances.

• Lyra for Lyrians coaching and therapy services.

• Equity through discretionary restricted stock units.

• Paid vacation, sick days, and company holidays.

• Paid parental leave.

• 401K plan with up to 3% matching.

• Monthly tech allowance.

• Well-being perks and activities.

• Surprise swag.

• Regular community celebrations.