Smartsheet is hiring a
Technical Support Specialist

Summary

Join Smartsheet as a Technical Support Specialist and deliver exceptional customer support while working with a global team. As the face of Smartsheet Support, you will drive a positive customer journey by recognizing individual requirements, partnering to resolve challenges, and instilling confidence in our support and product.

Requirements

• Excellent command of English both written and spoken (B2+ over)
• Excellent Customer Service skills, both written and over the phone
• Experience in Customer Service roles supporting customers from different backgrounds and locations
• Technical support experience in a SaaS environment

Responsibilities

• Support our Customers via phone and Webform submissions
• Be the face of Smartsheet Support, driving a positive customer journey
• Connect with our Customers, recognizing their individual requirements, partnering to resolve their challenges and instilling confidence in our support and product
• Deliver Enterprise level service by complying to your individual performance metrics on speed, resolution and accuracy
• Follow all processes and procedures, highlighting areas where they could be improved upon
• Develop depth of knowledge on applications to support our Customers
• Give and receive thoughtful feedback on team processes, peers, and leadership
• Aim to consistently achieve performance goals in areas like customer satisfaction, quality assurance, and attendance
• Become call certified through shadowing, mentorship and practice, develop sufficient knowledge to support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Core App challenges
• Perform other duties as assigned

Benefits

• Fully paid Health & Life insurance for full-time employees and family members
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)