Technical Support Specialist

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

📋 Description

• Act as the primary contact for technical support inquiries through email, chat, and video calls, delivering prompt assistance, troubleshooting problems, and ensuring a superior customer experience.

• Identify, analyze, and resolve intricate customer issues within Greenhouse, driving matters to resolution and escalated strategically when necessary.

• Offer customers guidance on product setup, feature utilization, configuration, and integration, facilitating successful implementation and adoption.

• Clearly articulate product capabilities, limitations, and expected behaviors to establish accurate expectations and enhance customer confidence.

• Serve as a subject matter expert by recognizing patterns in customer challenges and providing recommendations for enhancements to products, processes, and documentation.

• Continuously enhance product knowledge and technical expertise, sharing insights to improve team capabilities and support quality.

• Undertake additional projects and responsibilities as required by business needs.

⛳️ Requirements

• Over 2 years of customer-facing experience through both email and live chat.

• Proficiency in using Zendesk.

• Exceptional problem-solving and analytical abilities.

• Demonstrated capacity to explain technical architecture and "best practice" workflows to both technical and non-technical stakeholders.

• Comfortable adapting to changing technologies, including AI-assisted tools, with the ability to apply critical thinking and human judgment in customer support.

• A strong enthusiasm for learning and sharing knowledge with others.

• Outstanding written and verbal communication skills, capable of conveying complex information to varied audiences.

• Your own distinct talents! Your background has equipped you with a unique perspective and transferable skills that may not always align with a specific role - but these are qualities we cherish at Greenhouse. If you don't meet all the qualifications outlined above, we still warmly encourage you to apply.

🏝️ Benefits

• Greenhouse offers a comprehensive range of benefits for employees, which includes medical, dental, life and disability insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program.

• For employees based in Ireland, we provide 25 days of vacation along with an employer-matching pension program.