Technical Support Specialist

Summary

Join Recurly's Technical Support team as an experienced Technical Support Specialist and contribute to providing fast, efficient, and friendly service to customers. As part of a collaborative technical support team, you will manage incoming tickets, phone calls, and chats, troubleshoot customer service inquiries, and escalate issues to other teams when necessary.

Requirements

• Strong technical troubleshooting, problem-solving skills and the ability to think analytically while working in a fast-paced environment
• Previous technical support experience
• Exposure to creating/using Graylog queries is a definite asset
• Excellent communication and relationship-building skills; must be open to input from other team members and departments
• Passion for helping others
• Successful track record working in a high-volume environment
• Regular and reliable attendance
• Results-oriented, attention to detail, ability to prioritize multiple objectives and projects
• A desire to learn new job-related skills quickly
• Passion for being the go-to in customer service

Responsibilities

• Exceed customer satisfaction, efficiency metrics, and issue resolution targets
• Continuously search for areas of improvement and communicate trends in customer calls to leadership as appropriate
• Troubleshoot and resolve customer service inquiries via email, and telephone inquiries while building and maintaining positive relationships with customers
• Escalate customer inquiries to other teams as needed
• Communicate up and down with the Technical Support and Product departments for trends and issues
• Proactively surface new ideas to improve support processes
• Learn and specialize in a segmented area of the Recurly product; know all the details of that product area and manage projects around that area
• Support Recurly team members by being readily available through the Slack collaboration app