Technical Support Specialist - Remote

Overview

As a Technical Support Specialist (TSS), you are responsible for providing specialized technical assistance and support to customers experiencing platform issues and acting as an escalation point for Tier 1 support.

In Short

• Provide technical assistance and support to customers via email, chat, or remote access calls/tools.
• Record and maintain accurate customer information within CRM systems (Intercom & Salesforce).
• Identify and diagnose technical issues related to our platform and other technical components.
• Collaborate with Tier 1 support (CSR’s) to resolve more complex technical issues.
• Escalate issues to Tier 3 support or other teams when necessary.
• Provide timely updates to customers on the status of their requests/issues.
• Meet individual and team performance metrics (KPI’s) such as service level agreements, final resolution times, customer satisfaction, first contact resolution, and escalation rates.
• Continuously improve your own product knowledge and technical skills.
• Participate in knowledge sharing and training sessions with the support team and customers.
• Provide constructive feedback to improve customer support processes and procedures.

Requirements

• At least 2 years experience within a technical support environment.
• Excellent verbal and written communication skills.
• Good technical knowledge.
• Experience in troubleshooting technical issues and providing solutions.
• Experience in using tools to technically support customers remotely.
• Ability to work in a fast-paced and dynamic environment.
• Ability to work independently and as part of a team.
• Flexibility to work different shifts, bank holidays, and weekends as required.

Benefits

• A competitive salary + stock options in our fast-growing Series D startup.
• 100% Medical, Dental & Vision.
• 401k Plan.
• Paid parental leave.
• 25 days of annual leave + public holidays + paid sick leave.
• Fun culture with regular socials.
• A generous referral scheme.
• A brand new computer + monitor.