Technical Support Agent (Remote - ET Based)
About the job Technical Support Agent (Remote - ET Based)
The
Technical Support Agent
reports to the Lead Technical Support Agent and is part of the Customer Success Team. This position will support customers by addressing customer support requests, including troubleshooting customer issues and concerns. Success in this role means collaborating with the broader Customer Success team, as well as the Product, Engineering, and Quality Management teams in order to achieve high levels of customer delight.
Responsibilities
Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaints
Serve as the technical support hotline on-call person during pre-defined technical support hours
Improve service desk responses and contribute support-related articles to a knowledge base platform
Adhere to and contribute to the continuous improvement of our Quality Management System
Collaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedback
Support the QA team in reproducing issues when needed
Provide metrics and insight into customer inquiries, feedback, and complaints
Desired Skills & Experience
Bachelors degree in related field with customer support experience
Two+ (2+) years of experience with demonstrated success in providing customer support
Experience in resolving technology-based issues
Experience in designing solutions that are client-focused and based on the feedback and needs of the customer
Strong interpersonal skills to mobilize internal resources to address customer feedback
Strong organizational skills along with solid decision-making skills
Strong analytical and interpersonal skills, proven track record of effectively and efficiently resolving customer inquiries
Initiative, sense of urgency, passion, energy to succeed and thrive in fast-paced, entrepreneurial culture
Demonstrated initiative and creativity
Strong verbal and written communication skills
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