We are looking for a talented and experienced Technical Support Specialist to join our dynamic team.This position will serve as support for technical customer escalations, finding fixes, workarounds, and final solutions by troubleshooting issues and providing exemplary customer service. This position will also play a critical role in supporting our customer success team with any customer technical issues.
Role & Responsibilities
- Serve as the primary point of contact for customers seeking technical assistance via email and chat
- Diagnose and troubleshoot software issues reported by customers, including but not limited to user interface problems, integration issues, and API errors.
- Provide clear and concise instructions to customers on how to resolve technical issues, both independently and through guided troubleshooting sessions.
- Investigate customer escalations, lead technical calls with clients and support customer success manager with technical issues and needs
- Collaborate with the engineering and product teams to escalate complex issues and provide feedback on product improvements and enhancements.
- Provide follow-up status’ to clients in accordance with specified support policies and procedures
- Develop and maintain technical documentation, knowledge base articles, and FAQs to empower customers to self-serve and reduce support inquiries.
Qualifications:
- Associate’s or bachelor’s degree in Computer Science, Information Technology, or related field preferred
- Proven experience in technical support or customer service roles
- Advanced understanding of HTML, CSS, Javascript & SDK
- Understanding of Vanilla JS, Vue, Angular and React a plus
- Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users
- Ability to prioritize and manage multiple support tickets simultaneously in a fast-paced environment
- Ability to remain calm and professional in challenging situations
- Strong problem-solving skills and attention to detail
- Familiarity with customer support software (ie: Intercom) and ticketing systems is a plus
- Must be able to work EST or CST hours