Senior Technical Support Specialist I

Summary

Join Poll Everywhere as a Senior Technical Support Specialist and provide exceptional support to clients from Fortune 1000 companies and R1 Universities. You will troubleshoot complex technical issues, explain technical concepts clearly, and collaborate with internal teams. This role requires strong technical proficiency, ownership of customer issues, and the ability to identify and resolve bugs. You will work with various operating systems and product integrations, ensuring customer satisfaction and efficient issue resolution. The position involves handling inbound calls, emails, and occasional screen shares, requiring excellent communication and problem-solving skills. Poll Everywhere is a growing B2B SaaS company with a mission to make presentations more inclusive.

Requirements

• 2-3 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, inbound customer calls, technical issue resolution, and support best practices
• Working knowledge of Windows and macOS platforms to resolve complex issues. Proficiency in installing and troubleshooting software on these platforms
• Experience communicating and problem-solving with other departments such as engineering, QA, design, sales, customer success, and marketing
• Take initiative and be energized even when a clear path isn't laid out
• Collaborative mindset and view feedback as a 2-way street. Be open to communicating needs that will set you up for success with your team and manager
• Experience working in a remote environment with a distributed team spread across several time zones

Responsibilities

• Assist customers from F1000 companies and R1 Universities via email and inbound phone calls
• Collaborate with internal teams to tackle identified bugs
• Demonstrate a high level of technical proficiency and take ownership of end-to-end customer-facing issues, including advanced troubleshooting and root cause identification across various operating systems and product integrations
• Replicate reported bugs and coordinate with product, engineering, or QA teams to address them
• Communicate findings to customers to ensure clarity and resolution
• Lead with empathy in all customer support interactions, fostering positive relationships, and enhancing customer satisfaction
• Seamlessly switch and multi-task between email queues, phone inquiries, and the occasional chat ensuring timely and accurate resolutions that enhance customer satisfaction and operational efficiency
• Demonstrate critical thinking and problem-solving skills by analyzing technical issues, identifying root causes, and delivering effective resolutions when diagnosing and resolving customer issues
• Work independently with good decision-making skills as the role will require some stand-alone work time
• Effectively prioritize and manage workload by determining the most important tasks, responding to emails, calls, and chats, troubleshooting reported issues, referencing documentation, and searching customer and admin account information while knowing when to escalate for prompt resolution
• Take charge of customer issues from start to finish and maintain a positive CSAT score
• Maintain your Zendesk ticket queue. Work continuously to document the details of each interaction in Zendesk to easily research customer issues
• Work continuously to document the details of each interaction in Zendesk to easily research customer issues and identify possible trends for product improvements
• Work with both new and existing customers to resolve product and billing-related questions
• Create resolutions for customers with a blend of patience, wit, and crystal-clear communication. You'll directly support customers via email tickets, incoming calls (which may require context switching), and the occasional chat
• Work closely with Engineering and QA to troubleshoot, reproduce, and escalate product-related bugs proactively. Follow debugging procedures to diagnose technical issues in web, mobile, and desktop apps
• Assist Customer Success Managers (CSMs) with technical emails from customers that require support troubleshooting
• Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues
• Work collaboratively with other technical support specialists to resolve customer questions and issues
• Ability to travel within the U.S. to support customers on-site for conferences. Typically there are 2-3 events per year

Preferred Qualifications

• Proficiency with Zendesk, Slack, Asana, Notion, or other comparable online support and collaboration tools
• Experience using Poll Everywhere
• Experience working with Learning Management Systems (LMS)

Benefits

• Medical, dental, and vision benefits - 100% coverage of premiums for the base plan and 50% for dependents’ medical enrollment
• PPO medical, dental, and vision plans and an HSA/FSA
• Up to a $100 monthly company match to your Health Care FSA or HSA account
• $60,000 - $80,000 a year