Technical Customer Support Specialist

Summary

Join ThirdChannel's growing team as a Technical Customer Support Specialist! You will provide top-notch technical support to brand representatives, customers, and internal staff using our web and mobile applications. Collaborate with various teams to resolve user issues, document interactions, and improve our Zendesk support system. This early-career opportunity offers professional growth potential within our Customer Success, Software Development, or Product teams. We value clear communication, strong troubleshooting skills, and adaptability. Enjoy competitive benefits, including comprehensive health insurance, a 401(k) plan, remote work options, and professional development opportunities.

Requirements

• 0-3 years of experience ideally at a company with a software development or retail focus
• Concise and clear communication skills with a desire to learn
• Strong troubleshooting skills with the ability to analyze and provide solutions
• Ability to adapt to changing priorities and manage multiple projects simultaneously in a fast-paced environment
• Ability to work independently while providing timely deliverables
• Proficiency in using a customer support platform (Experience with Zendesk, Jira Service Desk, or Hubspot is a plus)
• Familiarity with monitoring tools (We use DataDog and MixPanel currently)
• Basic SQL knowledge or the desire to learn

Responsibilities

• Respond to customer inquiries and technical support requests via Zendesk, managing multiple requests simultaneously with high accuracy and customer satisfaction
• Collaborate with Product, Engineering, Customer Success, and Sales teams to provide comprehensive solutions to users, providing status updates for longer-term fixes where relevant
• Document and track user interactions, issues, and resolutions to develop permanent solutions or educate users on best practices
• Assist in creating and updating support documentation for internal and external use
• Become a product expert for the mobile and web platforms
• Meet with the product team monthly to suggest product improvements that could lower the number of support requests

Preferred Qualifications

Experience in a previous role as a technical support specialist, quality assurance, software developer, customer success, or similar roles focused on customer satisfaction

Benefits

• Competitive salary ($55-68K)
• Comprehensive health, dental, short term disability, and vision insurance
• 401(k) retirement plan with company match
• Remote working opportunity with an optional office space in Boston
• Professional development opportunities and continuous learning programs
• Creative and inclusive work environment that values innovation and collaboration