Technical Support Representative (PST)

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Requirements:

• You have 3+ years of experience as a technical support representative in a SAAS company.
• You pride yourself on being a people person; you love talking to people and building strong rapport with customers.
• You’ve managed various customer problems daily within a software/technical environment, ideally within an enterprise B2B application.
• You have managed multiple complex tasks while delivering timely updates until resolution.
• You have a proven track record of being a problem solver who makes decisive, informed decisions.
• You’ve utilized data to suggest process improvements & stay organized via Microsoft Excel.
• You’ve explained complex issues in concise, simple terms for key stakeholders.
• You are comfortable communicating to customers via email, video call, phone and live chat.
• You are an empathizer; you connect with customers in a genuine way that lets them know you care about their issues.
• You’ve shown the ability to be a great teammate that can both follow and lead depending on the situation.
• You’ve shown the ability to work in a tier-based environment which requires documenting cases for further investigation.
• You are curious and have a natural ability to 'zoom-out' of a problem, in order to ask the right questions.

Responsibilities:

• You will serve our West Coast client base that will connect mid-US and early morning Australia for our 'Follow the Sun' model, providing 24/5 support to our customers.
• Provide guidance and troubleshooting assistance to customers regarding the company’s software products.
• Gather and relay customer feedback to the relevant teams to contribute to product improvements and customer satisfaction.
• Understand Brightflag's platform and configure customers’ instances to ensure they derive maximum value from the platform.
• Partner with internal Technical Support, Customer Success and Product teams to educate and onboard law firms and customer end-users to set them up for success using Brightflag’s platform.
• Contribute to the development and maintenance of educational articles and resources for the company’s help center.