Technical Support Specialist
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Job Description
Technical Support Specialist providing customer service and resolving inquiries for Radicle Health. Collaborating with cross-functional teams to ensure high customer satisfaction and effective communication.
Responsibilities:
- Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs.
- Resolve customer issues with product functionality, reporting, and integrations.
- Write basic to intermediate scripting queries to investigate customer data problems.
- Document solutions in the knowledge base.
- Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary.
- Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions.
- Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues.
- Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes.
- Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers.
- Work with product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product improvements.
- Provide backup assistance for Engineering team in manual testing.
- Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions.
- Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems.
- Participate in team meetings and feedback sessions to share learnings and improve overall team performance.
Requirements:
- 0-2 years of relevant experience in customer support or junior technical role
- Basic to intermediate scripting language capabilities (SQL, JavaScript, Domino, etc.)
- Exhibit excellent verbal and written communication skills to effectively convey technical information to stakeholders.
- Display strong problem-solving abilities, approaching challenges with creativity and a solution-oriented mindset.
- Be adaptable and open to change, effectively managing shifting priorities and evolving business needs.
- Show a strong customer focus, ensuring solutions deliver 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
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