Technical Support Agent (Remote - ET Based)

The Technical Support Agent reports to the Lead Technical Support Agent and is part of the Customer Success Team. This position will support customers by addressing customer support requests, including troubleshooting customer issues and concerns. Success in this role means collaborating with the broader Customer Success team, as well as the Product, Engineering, and Quality Management teams in order to achieve high levels of customer delight.

Responsibilities

• Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaints
• Serve as the technical support hotline on-call person during pre-defined technical support hours
• Improve service desk responses and contribute support-related articles to a knowledge base platform
• Adhere to and contribute to the continuous improvement of our Quality Management System
• Collaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedback
• Support the QA team in reproducing issues when needed
• Provide metrics and insight into customer inquiries, feedback, and complaints

Desired Skills & Experience

• Bachelors degree in related field with customer support experience
• Two+ (2+) years of experience with demonstrated success in providing customer support
• Experience in resolving technology-based issues
• Experience in designing solutions that are client-focused and based on the feedback and needs of the customer
• Strong interpersonal skills to mobilize internal resources to address customer feedback
• Strong organizational skills along with solid decision-making skills
• Strong analytical and interpersonal skills, proven track record of effectively and efficiently resolving customer inquiries
• Initiative, sense of urgency, passion, energy to succeed and thrive in fast-paced, entrepreneurial culture
• Demonstrated initiative and creativity
• Strong verbal and written communication skills