Technical Support Specialist

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

📋 Description

• Address customer inquiries through email and virtual meetings with professionalism and precision, ensuring prompt resolutions that align with customer needs.

• Resolve customer challenges related to product functionality, reporting, and integrations.

• Develop basic to intermediate scripting queries to investigate issues in customer data.

• Document resolutions in the knowledge base for future reference.

• Troubleshoot technical problems, escalating more complex cases to higher-level support or technical teams as required.

• Communicate clearly and empathetically with customers, ensuring a positive experience by offering helpful and informative solutions.

• Update and maintain an accurate customer support knowledge base with solutions and troubleshooting guides for common issues.

• Collaborate with internal teams to ensure that customer-facing documentation is always up-to-date, reflecting any new product features or changes.

• Assist in enhancing self-service resources as necessary, ensuring customers have easy access to valuable information.

• Work alongside product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product enhancements.

• Provide backup support for the Engineering team in manual testing.

• Serve as a liaison between customers and internal teams, keeping both parties informed about ongoing issues and solutions.

• Regularly monitor and report on common customer issues, using insights to propose process improvements that mitigate recurring problems.

• Participate in team meetings and feedback sessions to share insights and enhance overall team performance.

⛳️ Requirements

• 0-2 years of relevant experience in customer support or a junior technical role.

• Proficiency in basic to intermediate scripting languages (SQL, JavaScript, Domino, etc.).

• Demonstrate excellent verbal and written communication skills to effectively convey technical information to various stakeholders.

• Exhibit strong problem-solving skills, approaching challenges with creativity and a solutions-oriented mindset.

• Be adaptable and open to change, effectively managing shifting priorities and evolving business needs.

• Show a strong customer focus, ensuring that solutions provide significant value and an exceptional user experience.

🏝️ Benefits

• Unlimited PTO policy

• Competitive medical, dental, and vision healthcare coverage

• 401k matching

• Paid holidays

• Volunteer time off

• Paid parental leave

• Remote work stipend