Job Overview:
We are seeking a skilled Technical Support Specialist to join our team. This role involves delivering exceptional customer experiences and resolving technical issues in a timely and efficient manner.
The ideal candidate will have a deep understanding of software applications and systems, as well as excellent communication and problem-solving skills.
Responsibilities:
* Product Understanding: Develop a deep understanding of the product suite and how it is used by customers.
* Demonstrate a Customer Experience Mindset: Holistic understanding of customer experience and what drives and impacts customers at each stage of their onboarding journey.
* Problem Solving: Support the team in investigating, debugging, reproducing, and fixing technical issues customers are facing when using the service.
* Product Improvement: Work with Product Managers in defining the product roadmap, surfacing customer feedback, and learnings from past requests.
* Tooling: Continuously look for opportunities to automate support tasks using scripts and developing custom tools.
Qualifications:
* A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role.
* Empathy, desire to help others.
* Pragmatic problem-solving and critical thinking skills.
* Diligence, patience, and friendliness under time pressure.
* Time management and multitasking abilities.
* Strong analytical skills, familiar with system log analysis.
* Experience writing documentation for Knowledge Base and Help Centers.
* Ability to collaborate with other team members to deliver maximum importance in addressing customers' enquiries.
* Sense of urgency, ability to prioritize tasks based on business priorities.
* Experience managing customer expectations and delivering results against tight deadlines.
* Fluent spoken and written English.
* Practical experience with at least one programming language: ideally Ruby, Python, or JavaScript.
* Good knowledge of SQL databases.
* Knowledge of APIs, SDKs, and web applications and how they work.
* Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country.