Ada is hiring a
Technical Support Advisor
Ada
π΅ $70k-$94k
πRemote - Canada
Please let Ada know you found this job on JobsCollider. Thanks! π
Summary
Join our team as a Technical Support Advisor and be an integral part of our Technical Support team to proactively localize, diagnose and problem-solve technical issues of our clients while delivering against the teamβs SLAs and KPMs.
Requirements
- You have a proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Adaβs own product/platform
- Technical Competences: You have experience using Postman or CURL
- Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce)
- You possess a working knowledge of Application Programming Interfaces (APIs)
- You have excellent backlog management skills, ensuring service requests are kept up to date and nothing βdies on the vineβ
- You possess an analytical and methodical approach to problem-solving and troubleshooting technical issues
- You manage competing priorities transparently
- You can explain complex concepts effectively to different audiences, and adjust your communication style accordingly
Responsibilities
- Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs
- Deliver exceptional customer service experience and technical support to our clients
- Support our non-engineering teams in using, debugging, and understanding our platform
- Maintain and improve internal product documentation for the client support team
- Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders
Preferred Qualifications
- Flexible work schedule
- Remote-first, In-person friendly work environment with WFH budget
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
Benefits
- Competitive salary
- Generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
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Please let Ada know you found this job on JobsCollider. Thanks! π