Senior Technical Support Specialist - Remote

Overview

Poll Everywhere is seeking a Senior Technical Support Specialist to join their Customer Support team. This role focuses on troubleshooting complex technical issues and providing excellent support to customers from F1000 companies and R1 Universities.

In Short

• Assist customers via email and phone with technical issues.
• Collaborate with internal teams to resolve bugs and technical problems.
• Demonstrate high technical proficiency and ownership of customer issues.
• Provide clear communication and resolutions to customers.
• Maintain a positive customer satisfaction score.
• Document interactions in Zendesk for trend analysis.
• Work with Engineering and QA teams for troubleshooting.
• Travel within the U.S. for on-site customer support at events.
• Work independently and prioritize tasks effectively.
• Experience in a remote environment with a distributed team.

Requirements

• 2-3 years of experience in client-facing software support (preferably SaaS).
• Knowledge of Windows and macOS platforms.
• Experience with Zendesk and other support tools.
• Strong problem-solving and communication skills.
• Collaborative mindset and openness to feedback.

Benefits

• Opportunity to work with a growing B2B SaaS company.
• Engage with a diverse customer base including educational institutions.
• Collaborative work environment with a focus on inclusivity.
• Potential for professional growth and development.
• Flexible work arrangements in a remote setting.