Clari is hiring a
Technical Support Specialist

Summary

Join our Technical Support Team as a key member and contribute to our customers' success while assisting Clari + Groove customers. You will combine your business and technical expertise in a customer-friendly manner, maintain our initial response time SLA, and use internal resources to resolve customer issues.

Requirements

• 1-2 years of experience working in a customer-facing role where some technical troubleshooting was required
• Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
• Passion for delivering an outstanding customer experience
• A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills
• Detailed, organized, and results-oriented

Responsibilities

• Guide and coach new and potential users who might be unfamiliar with our platform
• Respond to customer inquiries in a timely manner and within our set SLAs
• Work cross-functionally with other team members and departments
• Triage incoming product requests (questions, problems) directly from customers and route them to the appropriate queue
• Use available resources (Knowledge Base, Confluence, etc.) to find a solution to resolve tickets
• Optimize our internal and external documentation when necessary (i.e Help Center, FAQs, macros, internal documentation)
• Communicate and collaborate regarding customer feedback/pain points to appropriate teams
• Happily take on new projects which involve research, becoming a subject matter expert, and driving them to completion

Benefits

• Remote-first with opportunities to work and celebrate in person
• Medical, dental, vision, short & long-term disability, Life insurance, and EAP
• Mental health support provided by Modern Health
• Pre-IPO stock options
• Well-being and professional development stipends
• Retirement 401(k) plan
• 100% paid parental leave, plus fertility and family planning support provided by Maven
• Discretionary paid time off, monthly ‘take a break’ days, and Focus Fridays