Technical Support Engineer
New
T
TruvFinancial Technology
Listing locations: USAFull-TimeSenior
Salary$45,000 - $70,000 a year
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Job Details
- Experience
- 4+ years of experience in technical support and service management; 2+ years of experience working at an early-stage organization.
- Required Skills
- Analytical SkillsProblem SolvingZendeskTechnical support
Requirements
- 4+ years of experience in technical support and service management.
- 2+ years of experience working at an early-stage organization (fewer than 100 employees).
- Proficiency in Zendesk, including 2+ years in an administrative capacity.
- Expertise in supporting API-driven products with a solid technical background.
- Strong analytical and problem-solving skills with a sharp technical aptitude.
- Exceptional communication abilities to effectively address complex issues.
- Ability to remain calm under pressure and handle customer calls/escalations professionally.
- Self-motivated and resourceful approach to solving problems independently.
Responsibilities
- Efficiently triage customer support tickets while maintaining focus on key performance metrics such as SLA, CSAT, and Time to Resolution (TTR).
- Collaborate closely with the product team to analyze customer needs and submit well-informed feature requests.
- Build and nurture relationships across product, engineering, and customer success teams to facilitate knowledge sharing and incident engagement.
- Enhance and optimize the Help Center to minimize ticket volume and ensure a seamless self-sufficient experience.
- Lead and manage end-to-end technical projects, working with engineering leadership to prioritize critical issues.
- Drive weekly, monthly, and quarterly reporting on tickets, resolution, and close times for leadership.
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