Remote Senior Technical Support Specialist I

Summary

Join Poll Everywhere as a Senior Technical Support Specialist to assist customers from F1000 companies and R1 Universities via email and inbound phone calls while collaborating with internal teams to tackle identified bugs. This role is great for those who thrive on troubleshooting complex technical issues and can explain technical terms in a way that resonates with customers.

Requirements

• 2-3 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, inbound customer calls, technical issue resolution, and support best practices
• You have a working knowledge of Windows and macOS platforms to resolve complex issues. You're proficient in installing and troubleshooting software on these platforms
• You have experience communicating and problem-solving with other departments such as engineering, QA, design, sales, customer success, and marketing
• Experience working in a remote environment with a distributed team spread across several time zones

Responsibilities

• Lead with empathy in all customer support interactions, fostering positive relationships, and enhancing customer satisfaction
• Seamlessly switch and multi-task between email queues, phone inquiries, and the occasional chat ensuring timely and accurate resolutions that enhance customer satisfaction and operational efficiency
• Demonstrate critical thinking and problem-solving skills by analyzing technical issues, identifying root causes, and delivering effective resolutions when diagnosing and resolving customer issues
• Work independently with good decision-making skills as the role will require some stand-alone work time
• Effectively prioritize and manage workload by determining the most important tasks, responding to emails, calls, and chats, troubleshooting reported issues, referencing documentation, and searching customer and admin account information while knowing when to escalate for prompt resolution
• Take charge of customer issues from start to finish and maintain a positive CSAT score
• Maintain your Zendesk ticket queue. Work continuously to document the details of each interaction in Zendesk to easily research customer issues
• Work with both new and existing customers to resolve product and billing-related questions
• Create resolutions for customers with a blend of patience, wit, and crystal-clear communication. You'll directly support customers via email tickets, incoming calls (which may require context switching), and the occasional chat
• Work closely with Engineering and QA to troubleshoot, reproduce, and escalate product-related bugs proactively. Follow debugging procedures to diagnose technical issues in web, mobile, and desktop apps
• Assist Customer Success Managers (CSMs) with technical emails from customers that require support troubleshooting
• Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues
• Work collaboratively with other technical support specialists to resolve customer questions and issues

Benefits

• A comprehensive benefits package including medical, dental, and vision benefits - We cover 100% of your premiums for the base plan and 50% for dependents’ medical enrollment
• Up to a $100 monthly company match to your Health Care FSA or HSA account