Technical Support Specialist II - Governance

Summary

Join Smartsheet as a Technical Support Specialist and contribute to a team focused on delivering exceptional customer support. This fully remote eligible role involves troubleshooting customer issues, becoming Smartsheet Product Certified, and collaborating with team members globally. You will work across various communication channels, partner with leaders to achieve performance goals, and contribute to team projects. The position requires excellent communication skills and 1+ years of technical or customer support experience. Smartsheet offers a competitive salary, comprehensive benefits, and opportunities for professional growth.

Requirements

• Excellent written, verbal and interpersonal communication skills
• 1+ years of Technical or Customer support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
• Flexibility in your working hours as this position will require work outside of standard business hours
• As required by law, US Citizens or Permanent Residents only are eligible to work in our Federal Government Segment

Responsibilities

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
• Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
• Become an expert in a specific product area
• Contribute to team projects
• Give and receive thoughtful feedback on team processes and leadership
• Manage other responsibilities as assigned

Preferred Qualifications

Working knowledge of assigned feature a plus

Benefits

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• 15 days PTO, plus Sick Time Off
• Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity