Technical Support Representative - Remote

Posted 3 days agoViewed

📍 Location: United States

💸 Salary: 27680.0 - 54080.0 USD per year

🔍 Industry: ECommerce

🗣️ Languages: English

🪄 Skills: HTMLCSSJavascriptCommunication SkillsProblem SolvingCustomer serviceTroubleshootingTechnical support

Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact center preferred
Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together
Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers
Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred

Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment (expect up to 7.5 hours of talk/chat time a day)
Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities
Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
Communicate with the management team and developers to improve product functionality and resolve issues
Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices
Assist customers with common billing, invoice, and account issues
Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently
Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization

Posted 12 days ago

📍 United States

💸 46600.0 - 72000.0 USD per year

🔍 Software Development

🔧 Requirements

1 year of experience working in a position providing technical support through clear written and verbal communication.
Basic cloud knowledge.
Excellent English communication skills.

💡 Responsibilities

Become a technical product knowledge expert on our platform, products, and services with guidance from our Senior team members.
Help our customers with fully deploying Drata into their organizations. That involves troubleshooting with Drata itself to solving contextual issues related to a user’s cloud infrastructure, version control, IdP, HRIS, and endpoints within their environment.
Serve as a technical expert when covering correspondence via live chat, email, and video.
Provide customer service to a wide range of customers, from small businesses to big enterprises and educational institutions.
Work alongside our customer success managers to help customers complete full rollouts of Drata and, occasionally, work with sales to facilitate upsell opportunities.
Channel feedback to the rest of the company, especially when collaborating with our product and engineering teams to troubleshoot and define issues, and track their impact and fixes.
Contribute to the ongoing internal learning and success of our team by sharing knowledge through mentorship and collaboration.

Cloud ComputingCommunication SkillsCustomer serviceTime ManagementComplianceTroubleshootingActive listeningTechnical supportCustomer Success

Posted 12 days ago