Technical Support Specialist
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Job Description
Technical Support Specialist helping organizations use Absorb’s AI-driven learning platform. Troubleshooting client issues and delivering resolutions through remote support channels.
Responsibilities:
- Resolve issues through phone, chat, and email in a fast-paced environment
- Provide high-quality technical and best-in-class support for Absorb platform clients
- Engage clients and provide clear internal and client-facing communications
- Conduct investigations and aid in quick issue resolution
- Troubleshoot and perform in-depth investigations to determine root causes, next steps, and solutions
- Manage customer expectations regarding estimated response times
- Research and document customer technical issues
- Advocate for clients while representing the company clearly and professionally as issue statuses change and resolutions are confirmed
- Address client needs worldwide using phone, chat, desktop sharing, and a support ticket tracking system
Requirements:
- 1+ years’ experience in a technical support position, ideally in a SaaS environment, or in client-facing roles
- Basic understanding of core web components
- Exceptional attention to detail
- Proven time-management capabilities
- Excellent written and verbal communication and active listening skills
- Ability to grasp technical concepts and explain them in simple terms
- Previous LMS/E-Learning experience preferred
- Technical documentation experience preferred
- Zendesk, MSSQL, Jira, and Confluence experience preferred
- Previous experience working with remote teams preferred
- Fluency in other languages is a bonus but not required
- Must be able to show proof of legal eligibility to work in Ireland without sponsorship
- Successful candidates are subject to pre-employment background screening, including a criminal record check
Benefits:
- Fully remote-first work with flexible work arrangements
- Comprehensive health and wellness benefits
- Retirement savings programs
- Eligibility for two different bonus plans
- Generous time off
- Comprehensive medical and dental benefits based on country of location
- New Hire Equipment Allowance
- Monthly Flex Allowance
- Career growth and internal mobility opportunities
- Employee-driven DE&I programs
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