Brightflag is hiring a
Technical Support Representative

Summary

Join our team as a Technical Support Representative and contribute to making a tangible difference in the lives of our customers and within our company. As part of our support team, you'll be responsible for providing guidance and troubleshooting assistance to customers regarding our software products, gathering and relaying customer feedback, and partnering with internal teams to educate and onboard law firms and customer end-users.

Requirements

• You have 3+ years of experience as a technical support representative in a SAAS company
• You pride yourself on being a people person; you love talking to people and building strong rapport with customers
• You’ve managed various customer problems daily within a software/technical environment, ideally within an enterprise B2B application
• You have managed multiple complex tasks while delivering timely updates until resolution
• You have a proven track record of being a problem solver who makes decisive, informed decisions
• You’ve utilized data to suggest process improvements & stay organized via Microsoft Excel
• You’ve explained complex issues in concise, simple terms for key stakeholders
• You are comfortable communicating to customers via email, video call, phone and live chat
• You are an empathizer; you connect with customers in a genuine way that lets them know you care about their issues
• You’ve shown the ability to be a great teammate that can both follow and lead depending on the situation
• You’ve shown the ability to work in a tier-based environment which requires documenting cases for further investigation
• You are curious and have a natural ability to 'zoom-out' of a problem, in order to ask the right questions

Responsibilities

• Serve our West Coast client base that will connect mid-US and early morning Australia for our 'Follow the Sun' model, providing 24/5 support to our customers
• Provide guidance and troubleshooting assistance to customers regarding the company’s software products
• Gather and relay customer feedback to the relevant teams to contribute to product improvements and customer satisfaction
• Understand Brightflag's platform and configure customers’ instances to ensure they derive maximum value from the platform
• Partner with internal Technical Support, Customer Success and Product teams to educate and onboard law firms and customer end-users to set them up for success using Brightflag’s platform
• Contribute to the development and maintenance of educational articles and resources for the company’s help center

Preferred Qualifications

• Zendesk experience is a plus
• Knowledge of SQL

Benefits

• Competitive salary of $60,000 per year
• Share options
• 20 days holidays + 4 annual reset days (1 each quarter)
• Comprehensive health insurance
• Learning subsidy annually, to spend as you wish, plus study and examination leave where applicable
• Fully remote working location (West Coast only, PST time zone)
• Our ‘bookworm’ program also enables you to order a book a month...on us!
• Wellbeing program & mental health supports
• Home office set-up supports