Technical Support Specialist

Summary

Join Greenhouse as a Technical Support Specialist and provide exceptional service to our clients. As a customer-facing product expert, you will showcase Greenhouse as a platform for organizational change, working with our Customer Success, Product, and Engineering teams. You will be the first point of contact for technical support, resolving issues and providing assistance primarily through email and online chat. You will diagnose and resolve customer issues, escalating as needed, and provide recommendations for product and process improvement. This role requires 2+ years of customer-facing experience, proficiency in Zendesk or similar software, and excellent problem-solving and communication skills. Greenhouse offers a remote-first work environment with shared office spaces and a supportive culture.

Requirements

• 2+ years customer-facing work experience on both email and live chat channels
• Experience using Zendesk, JIRA, Salesforce or other similar software
• Excellent problem solving and analytical skills
• Proven perseverance when resolving customer requests
• A passion for learning and sharing knowledge with others
• Excellent written and verbal communication skill with the ability to convey complex information to technical and non-technical audiences

Responsibilities

• Serve as first point of contact for all technical support communications – primarily via email and online chat – to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately
• Diagnose and resolve customer issues with products in the Greenhouse Suite, escalating as needed to ensure timely follow-up and satisfactory resolution
• Expand your knowledge of our products and technical skills via through both training and practical experience
• Provide recommendations for continuous product and process improvement

Preferred Qualifications

• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply
• An advocate – you thrive on engaging with our customers, working hard to help them succeed
• A problem solver – you creatively find solutions and discover workarounds using the resources available
• A wordsmith – you communicate clearly, concisely, and with a friendly tone
• A helper – you are friendly and patient, crafting a positive experience for our customers with each interaction
• An efficient worker – you juggle priorities without breaking a sweat, maintaining an excellent level of organization
• A self-motivated individual – you excel in environments where you have the autonomy to make decisions and take initiative

Benefits

• Remote work, flexible hours
• Bonuses and incentives
• Professional development opportunities