Technical Support Representative

Summary

Join Dozuki as a Technical Support Representative and become the first point of contact for customer technical inquiries. You will troubleshoot issues, guide customers through resolution processes, and provide feedback to product teams. This role requires strong communication and problem-solving skills, along with experience in technical support, preferably within SaaS environments. You will collaborate with internal teams and contribute to improving product quality. Dozuki offers a comprehensive benefits package including medical, dental, vision, generous PTO, and a remote workplace stipend. The ideal candidate possesses a Bachelor's degree and a minimum of two years of experience in technical support.

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)
• Excellent written and verbal communication skills
• Bachelors Degree in Business, Computer Science, or a related field
• 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
• Applicants must be authorized to work for ANY employer in the U.S

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 the problem
• 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
• Perform other related duties as assigned

Benefits

• Medical, Dental, and Vision plans
• Generous PTO Including Time Off for Volunteering
• Pet Benefit Plan
• Flexible Spending Accounts for Healthcare and Dependent Care
• 401K With Matching
• Remote Workplace Stipend for Remote Employees
• Generous Parental Leave Policy