Technical Support Specialist
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Job Description
Technical Support Specialist managing support tickets and customer inquiries for a leading digital platform. Collaborate across teams to optimize customer success and service delivery.
Responsibilities:
- Resolve high volumes of support tickets via email and occasionally video calls, adhering to established SLAs
- Diagnose and resolve issues related to data integrations (eg. API, Flat-file) with investigative mindset
- Maintain an in-depth understanding of our evolving SaaS product suite to provide accurate guidance and workarounds
- Contribute to our internal knowledge base by writing clear technical articles and FAQ guides
- Effectively document and escalate reproducible bugs to the Engineering team via Jira
- Collaborate with Customer Success, Integrations, Data Team, and Engineering to ensure alignment across all teams
- Meet CSAT, efficiency metrics and issue resolution targets while providing optimal customer service
Requirements:
- A minimum of 3 years of customer service/ technical support experience, preferably in a contact center or similar environment
- Proficiency with support tools like Zendesk, Datadog, Postman, Github and project management tools like Jira highly preferred
- Experience with data validation and formatting, field mapping, payloads, and SQL reporting a plus
- Exceptional written and verbal communication skills; ability to remain calm and empathetic under pressure
- Familiarity with APIs, Webhooks, Netsuite, Shopify is highly preferred
- Proven ability to manage your time effectively in a remote, contract-based setting
Benefits:
- Need a break? “Mental Health Day” options - We want you at your best!
- Regular virtual social events, including happy hours, lunch & learns, games and speaker series
- Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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