Technical Support Specialist

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

📋 Description

• Act as the primary point of contact for technical support inquiries, mainly via email and online chat.

• Address questions, offer assistance, troubleshoot problems, and route product feedback as necessary.

• Identify and resolve customer issues related to products within the Greenhouse Suite.

• Elevate concerns when needed to guarantee prompt follow-up and satisfactory resolutions.

• Enhance product knowledge and technical capabilities through training and hands-on experience.

• Suggest improvements for products and processes on an ongoing basis.

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

• Work in collaboration with Customer Success, Product, and Engineering teams to enhance customer support and improve their experience.

⛳️ Requirements

• A minimum of 2 years of experience in customer-facing roles across email and live chat channels.

• Experience with live phone and video support is an added advantage.

• Proficiency in using Zendesk is mandatory.

• Background in SaaS is required.

• Strong problem-solving and analytical abilities.

• Demonstrated persistence in addressing customer inquiries.

• Enthusiasm for learning and imparting knowledge to others.

• Exceptional written and verbal communication skills.

• Capability to articulate complex information to both technical and non-technical audiences.

• Candidates must currently have authorization to work in the United States on a full-time basis.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Basic life insurance coverage.

• Access to mental health resources.

• Financial wellness benefits offered.

• Fully paid parental leave program available.

• Short-term and long-term disability coverage for employees based in the US.

• 401(k) plan with company matching contributions.

• Up to 14 scheduled paid holidays each calendar year.

• Up to 80 hours of paid sick leave annually.

• Non-exempt employees can earn 20–25 days of paid vacation each year, depending on their tenure.

• Flexible paid time off (PTO) policy for exempt employees.

• Performance review program that includes actionable feedback.

• Bonus structure designed to reward exceptional performance.

• Opportunities to join employee resource groups.

• Remote-first working environment.

• Optional access to co-working spaces.