WHAT YOU’LL DO
As a Technical Support Specialist, you will be an integral member of our Global Technical Support Team, responsible for managing post-sale technical relationships with our customers. Acting as the initial point of contact for inbound technical inquiries, you will take ownership of, prioritize, troubleshoot, and develop response plans for complex support issues related to our platform. By collaborating closely with your Global Technical Support teammates and other departments, you will ensure customers can swiftly and effectively overcome any technical challenges they face. Your role may also include participating in an on-call rotation to provide coverage for occasional holiday shifts. Additionally, you will contribute actively to our knowledge database, fostering a culture of learning and sharing insights that benefit both teammates and customers. If you are eager to enhance your skills, you will find abundant opportunities for growth, including the chance to become a subject matter expert. You will be presented with challenging projects that not only improve your technical skills but also develop your project management abilities, expertise in tooling and automation, and knowledge of mobile ecosystems and more.
WHAT YOU HAVE
- 2-3 years of experience supporting technical products, particularly in Software as a Service (SaaS) or mobile applications.
- A degree from an accredited college or university, a certification from a technical boot camp, or equivalent technical experience.
- A proven track record of supporting technical products in SaaS or mobile application environments.
- Proficiency in utilizing case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems for efficient customer inquiry management and issue resolution.
- Hands-on experience with HTML, CSS, APIs, and SQL.
- Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
- Excelling in written and verbal communication, with strong follow-up skills and the ability to translate complex concepts into clear, understandable language for diverse audiences.
- Exceptional analytical, troubleshooting, and problem-solving capabilities.
- Ownership of customer cases, with skillful management and resolution of complex technical problems through debugging and troubleshooting.
- A genuine passion for helping customers and resolving issues efficiently and effectively.
- Effective adaptation to fast-paced, high-volume environments with shifting priorities while multitasking and maintaining performance under pressure.
- A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.
- Successful management of time-sensitive, high-pressure customer issues, showcasing resilience and adaptability.
- Strong written and verbal communication skills in English.
