Technical Support Specialist

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

📋 Description

• The role of the Technical Support Specialist is highly visible within a crucial team dedicated to providing outstanding customer service to the EIS client base.

• Responsible for implementing proactive strategies that lead to reduced case volume and quicker resolution times, the Technical Support Specialist offers feedback and assistance to Engineers and Developers, and then communicates this back to the clients.

• They exemplify the ultimate team player.

• The Technical Support Specialist is also integral in nurturing customer relationships and serves as an escalation point for issues in the production environment.

• Acting as an incident commander during critical incidents, the Technical Support Specialist delivers consistent guidance to swiftly resolve issues.

• Additionally, they ensure the correct configuration of the Support tech stack and promote its adoption and ongoing usage.

• The Technical Support Specialist is dedicated to engaging directly with both internal and external customers to comprehend their needs, guiding them in the effective use of support software, and advocating for enhancements in processes and products that will elevate the overall customer experience and optimize system performance.

⛳️ Requirements

• A minimum of 3 years of experience in Technical Help Desk, Technical Support, Application Support, Production Support, or a similar role related to SaaS or complex software applications or CRM solutions.

• Proficiency in Japanese and English.

• Experience in utilizing ticketing systems to manage and resolve work effectively.

• Ability to maintain composure and articulate clearly when handling challenging customer situations.

• A strong sense of ownership, dependability, and accountability.

• A thirst for knowledge, consistently seeking to learn and improve.

• An active listener who strives to build robust working relationships with customers while working towards resolutions.

• Proven ability to collaborate effectively across teams or disciplines to address issues.

• Excellent skills in relationship management, customer service, and communication across various formats (written, live chat, conference calls, in-person).

• Familiarity with the administrative aspects of the Support tech stack or related tools is required, with a preference for experience in Jira, JSM, EazyBi, Datadog, and similar technologies. Bonus points for initiating a trial and understanding the basics.

• Experience in supporting users within a mixed OS environment, with significant expertise in Windows and macOS management.

• A basic understanding of TCP/IP, OSI, VPN, RDP, and other networking technologies is advantageous.

• Familiarity with Google Workplace, Slack, EazyBi, Nuacom, and Atlassian products is a plus.

🏝️ Benefits

• Medical insurance

• Company equipment