Technical Support Guide

Summary

Join our dynamic team as a Technical Support Guide and provide high-quality technical support to customers, building strong relationships and helping them overcome technical challenges.

Requirements

• Fluency in English is a requirement (Written & spoken)
• Ability to work in a team environment
• A great telephone manner, excellent communicator - able to build rapport to adapt tone and direction to suit the needs of customers
• Drive and passion to work with key performance indicators
• Able to multitask multiple systems and navigate the internet quickly and efficiently
• Able to adapt quickly in a fast-paced environment and maintain a high performance
• Solid proficiencies in critical thinking and research to troubleshoot various technical issues, and provide effective solutions to customers

Responsibilities

• Respond to technical inquiries from customers through various channels (phone, email, chat)
• Help and guide customers with technical elements of our systems and products, providing tools and insights to transform their use
• Take ownership of customer service questions, researching and providing first-contact resolution for issues of moderate complexity
• Provide feedback on processes and procedures to reduce customer friction
• Interact with and communicate effectively across departments within various levels of the organization to properly research and handle customer issues
• Work in multiple systems, including but not limited to Salesforce, CRM, Jira and Live Engage

Benefits

• Paid time off
• Retirement savings (e.g., 401k, pension schemes)
• Bonus/incentive eligibility
• Equity grants
• Participation in our employee stock purchase plan
• Competitive health benefits
• Parental leave