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Technical Support Specialist

Posted 4 days agoViewed

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💎 Seniority level: Middle, 3+ years

📍 Location: Canada, Central America, South America, PST

💸 Salary: 30000.0 - 45000.0 USD per year

🔍 Industry: Construction

🏢 Company: Kojo👥 101-250💰 $39,000,000 Series C over 2 years agoLogisticsConstructionSaaSSupply Chain ManagementCommercialSoftwareProcurement

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: QAJiraCommunication SkillsRESTful APIsExcellent communication skillsTroubleshootingTechnical supportScriptingCustomer supportCustomer SuccessSaaS

Requirements:
  • 3+ years working in a customer-facing role, preferably in SaaS, software, or technology-based environment
  • 1+ years of tier 2 technical support, an IT-related role, or a QA testing role
  • Track record of success working in a fast-paced environment and demonstrating a high sense of urgency
  • Excellent network analysis fundamentals and robust troubleshooting skills, as well as experience with Jira, Zendesk, and ReTool
  • Experience testing the different platforms we support (web/iOS/Android), different types of network environments, and on mobile simulators
  • Experience troubleshooting third-party integrations to ERP or accounting systems
  • Ability to collect and provide useful metrics on customer reports so product and engineering can take action on them
  • Deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
  • Excellent written and verbal communication, with an ability to express ideas and opinions to various internal and external audiences
  • Eagerness to learn and grow, receptive to feedback
Responsibilities:
  • Answering and resolving customer-reported Tier 1 and 2 issues or questions from inbound chat and email within designated SLAs, clarifying and offering solutions where provided information may be vague
  • Regular proactive engagement and collaboration with QA, Support, CS, and Engineering teams, working cross-functionally via live meetings and Slack correspondence
  • Creating and managing Zendesk and Jira tickets, providing timely, consistent, and clear follow progress updates to customers
  • Producing test case scenarios to be used in QA testing and reliable metrics and data for Product and Engineering actioning
  • Providing internal Support to our Kojo colleagues by engaging with various Slack channels to address issues raised there
  • Maintaining a comprehensive and continuously expanding knowledge of Kojo to diagnose software issues
  • Providing input into developing and modifying technical support systems to meet customer and internal needs
  • Identifying workarounds, workflows, and new features for qualified customers to ensure that they are getting the most value out of their partnership with Kojo
  • Acting as a brand ambassador for Kojo, providing world-class service and education to customers
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