Dozuki is hiring a
Technical Support Representative

Summary

The Technical Support Representative is responsible for providing technical support to customers, identifying and resolving technical issues, and collaborating with internal teams to improve product quality. They must have at least 2 years of experience in Technical Support, preferably within SaaS environments, and strong communication skills.

Requirements

• Minimum of 2 years of experience in Technical Support, preferably within SaaS environments
• Basic understanding of how to use Postman to make API calls
• Some familiarity with issue tracking and workflow management tools (i.e. JIRA, Product Board)
• Strong written and verbal communication skills
• Excellent customer service and interpersonal skills, capable of engaging effectively with both technical and non-technical users
• Attention to detail, ability to think creatively and solve complex technical issues, highly-driven and self-motivated
• The ability to work collaboratively across teams, contributing positively to team dynamics and company culture

Responsibilities

• Act as the first point of contact on the customer journey, supporting customers through Zendesk tickets and over the phone as needed
• Consult and guide customers through diagnostic and troubleshooting processes to determine steps and procedures taken to identify and resolve problems
• Troubleshoot, identify, resolve and/or report all technical issues on customers’ behalf in a timely fashion
• Give accurate advice and guidance to the customers and resolve their inquiries on a one and done basis where possible
• Provide tone-neutral customer feedback about the product features to the Manager and the Product team
• Accept and document constructive criticism and customer feedback regarding their experience with Dozuki’s product
• Take part in triage meetings with Engineering and Product teams to analyze and present product issues and advocate for the customers
• Maintain in-depth knowledge of all existing and new product features
• Provide timely and accurate technical assistance to Customer Success, Sales and other internal teams, ensuring minimal downtime and disruption to their workflow
• Create and maintain comprehensive documentation and self-help resources to empower internal teams to troubleshoot common technical issues independently
• Display flexibility and adaptability in a fast-paced environment, adjusting priorities and tasks based on changing business needs

Benefits

• Competitive salary and performance-based bonuses
• Opportunities for professional development and growth
• A collaborative and supportive work environment
• Remote-friendly environment
• Home office set-up stipend
• Stipend for gym membership
• Private Health Insurance bonus