Technical Support Representative (Remote-USA)

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Requirements:

• Minimum of 2 years experience in Technical Support, preferably in SaaS.
• Basic understanding of using Postman for API calls.
• Familiarity with issue tracking and workflow management tools like JIRA.
• Excellent written and verbal communication skills.
• Bachelor's Degree in Business, Computer Science, or a related field.
• Strong customer service and interpersonal skills.
• Attention to detail and ability to solve complex issues.
• Ability to work collaboratively across teams.

Responsibilities:

• Act as first point of contact for customers via Zendesk tickets and phone.
• Guide customers through diagnostic and troubleshooting processes.
• Troubleshoot and resolve technical issues in a timely manner.
• Provide accurate advice and strive for one-call resolution.
• Document customer feedback and engage in triage meetings with Engineering and Product teams.
• Maintain knowledge of existing and new product features.
• Assist internal teams with technical issues, ensuring minimal disruptions.
• Create self-help resources for internal teams.
• Adapt to changing priorities in a fast-paced environment.