Cx Technical Support Advocate Level 1

Summary

Join Photobooth Supply Co. as a Customer Advocate and champion customer success by providing technical support. This role involves troubleshooting complex software issues, communicating technical solutions clearly, and investigating intricate problems. You will collaborate with teammates, deliver empathetic support, and contribute to a positive customer experience. The position requires 2+ years of technical support experience, strong troubleshooting skills, and excellent communication abilities. The company offers various benefits, including health benefits, 401k (for California-based employees), an education stipend, remote work options, a bonus plan, and generous PTO.

Requirements

• Technical Expertise: Minimum of 2 years of technical support experience, demonstrating strong troubleshooting skills
• Problem-Solving Mindset: Naturally curious and driven to uncover the root cause of issues, with a proactive approach to resolution
• Confident Communication: Skilled at explaining technical information in simple, clear terms. You’re comfortable asking questions, documenting findings, and sharing insights
• Empathy and Understanding: Exceptional interpersonal skills, with the ability to deliver compassionate and thoughtful support in both written and verbal communications
• Attention to Detail: Strong command of grammar (we're fans of the Oxford comma) and precision in both troubleshooting and communication
• Team Player: Thrives in a collaborative environment, supporting and learning from teammates to achieve shared goals

Responsibilities

• Troubleshoot Complex Issues: Leverage your 2+ years of technical support experience to resolve software-related issues, including analyzing logs to uncover and address root causes
• Communicate Clearly: Simplify complex technical concepts for our customers, ensuring they feel supported and informed every step of the way
• Investigate and Solve: Approach intricate problems with curiosity, conducting thorough research to develop effective solutions
• Educate and Empower: Collaborate with teammates to share insights and continuously expand both individual and team knowledge
• Delight Customers: Deliver empathetic and personable support, creating positive customer experiences that go above and beyond expectations
• Team Collaboration: Partner with colleagues to brainstorm creative, out-of-the-box solutions for unique challenges

Preferred Qualifications

• Familiarity with photography equipment, photo booth software, or related industries
• Experience with Zendesk
• A passion for learning new technologies and adapting quickly to changes

Benefits

• Health Benefits
• 401K for California Based Employees
• Education Stipend
• Remote Work
• Bonus Plan
• Annual Retreat
• Generous PTO and Holiday Schedule
• Quarterly Financial Meetings
• Open Book Management
• Intimate Team
• Work from Home Stipend