Technical Support Specialist

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Requirements:

• Third-level technical education via degree or certification.
• Experience in a B2B customer support role.
• Ability to make quick and accurate decisions.
• Ability to explain complex problems simply.
• Desire to deliver a best-in-class customer support experience.
• Customer-centric mindset and problem-solving affinity.
• Empathy with users to demonstrate care.
• Knowledge of web technologies including HTML, CSS, JavaScript, AJAX and HTTP.
• Experience troubleshooting web applications.
• Working knowledge of RESTful APIs.
• Experience with web development tools.

Responsibilities:

• Provide best-in-class technical support via email.
• Take phone calls for urgent or escalated issues.
• Diagnose and solve customer problems, escalating when necessary.
• Troubleshoot software and network issues.
• Direct users to relevant product documentation.
• Identify gaps in resources for future issue deflection.
• Collaborate with Customer Success, Engineering and Product teams.
• Plan, organize, and prioritize work.
• Advocate for product improvements.
• Contribute to process and service quality improvements.