Technical Support Specialist

We are looking for an outgoing, enthusiastic Technical Support Specialist who will assist our customers and us over various support channels in addition to our technical support team. We are looking to hire someone with experience in customer support, especially managing phone lines and web-chat communications with customers.

This is a 100% remote job.

We have 2 different shifts, hours of operation are:

• Weekend support operations are from Saturday – Sunday, 9 am to 5 pm PST.
• After-hours operations are from Monday – Friday, 4 pm to 12 am PST.

Responsibilities

• Provide best-in-class customer support to clients in all interactions and strive for first-contact resolution
• Support the customer support process, including answering and monitoring ongoing customer inquiries in a timely manner
• Manage a high volume of requests in a fast-paced environment
• Effectively navigate customer support systems for all workflow processing and client requests
• Provide technical support for the resolution of customer IT problems, incidents, issues, requests, and queries
• Liaise with other support teams or product teams as required to resolve requests
• Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents

Requirements

• 2-4 years of relevant experience in customer support
• Experience using Salesforce as CRM
• Experience using Zendesk as admin and agent
• C2 English, written and spoken
• Bachelor’s degree in a relevant field is required.
• The ability to effectively build relationships with your customers, peers, and leadership
• Clear, effective communication with strong interpersonal skills
• Self-starter with the ability to prioritize in a fast-paced start-up environment
• Strong judgment in handling special telephone tasks like call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects
• Moderate supervision is needed; demonstrates initiative to handle tasks independently

We offer a full-time, remote job, 40-hour workweek, with excellent prospects for long-term growth for an ambitious Technical Support Specialist.