Technical Support Specialist - Remote

Overview

The Technical Support Specialist will be the professional face of Helpshift, providing expert guidance and support to customers ranging from SMBs to Fortune 500 companies.

In Short

• Communicate directly with customers who are Admins and Developers.
• Offer guidance on Dashboard training and SDK integration issues.
• Manage a queue of support issues and respond to customer submissions.
• Familiarize with current features and file new tickets as needed.
• Evaluate use-cases for feature additions and escalate requests.
• Debug customer issues and gather information for escalation.
• Document solutions and best practices for internal and external resources.
• File bugs in JIRA and provide updates across teams.
• Identify patterns in crash logs and escalate issues to developers.
• Help identify sales opportunities and escalate to appropriate teams.

Requirements

• Experience in Technical Support or related field.
• Strong communication skills.
• Familiarity with JIRA, Salesforce, and Confluence.
• Ability to debug and troubleshoot technical issues.
• Experience with scripting or writing tools for data requests.
• Understanding of API configurations.
• Ability to work collaboratively across time zones.
• Strong problem-solving skills.
• Experience in a customer-facing role.
• Ability to identify sales opportunities.

Benefits

• Opportunity to work with a diverse range of clients.
• Flexible working hours.
• Remote work options.
• Professional development opportunities.
• Collaborative team environment.
• Access to internal resources and training.
• Potential for career advancement.
• Supportive management team.
• Engaging company culture.
• Health and wellness benefits.