Technical Support Representative - Remote

Overview

This position is for a Technical Support Representative who will provide high-quality technical support for software services aimed at government agencies.

In Short

• Field complex/escalated issues for high value or critical clients
• Work directly with clients to understand issues and work towards resolution
• Uphold SLA’s regarding responsiveness on individual cases
• Serve as an escalation point for Customer Support Representatives
• Take ownership of technical issues and collaborate with Engineering and product groups
• Validate and identify product bugs for resolution
• Coordinate teams and provide client troubleshooting sessions
• Resolve escalated customer complaints without management intervention
• Provide on-call support
• Help train junior members on software and processes

Requirements

• Ambitious, self-driven, and enthusiastic problem solver
• Strong client communication skills
• 1 year experience providing technical support for cloud-based software
• Ability to convey complex technical issues to experts and novices
• Experience with ticketing systems (e.g., Zendesk, JIRA, Salesforce)
• Technical degree in Computer Science or equivalent experience (2+ yrs.)

Benefits

• Opportunity to work in a remote-first company
• Inclusive and diverse team environment
• Engagement in Employee Resource Groups
• Access to wellness sessions and interactions with leadership
• Opportunities for personal and professional growth