Technical Support Specialist – T3
Boldr
CloudPythonRubySQL
Job Level
JuniorMid-Level
Tech Stack
DNSJavaScript
About the role
- Deliver friendly and prompt resolutions to customer inquiries via live chat, phone support, email, video calls, recordings, and help desk software
- Analyze and diagnose challenging problems with the Kajabi platform
- Collaborate with T3 support specialists or cross-functional teams for advanced issue resolution
- Contribute to the development and maintenance of internal resources and customer-facing materials
- Provide guidance and training to T1 support specialists as appropriate
Requirements
- 2+ years of SaaS troubleshooting experience in a fast-paced Technical Support capacity
- Ability to rapidly learn and achieve mastery of web-based software
- Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments
- Strong analytical and investigative ability with a desire to go beyond a surface-level understanding of issues brought to your attention
- Fast typing speed and accuracy
- Proficiency in Mac & Windows operating systems
- An understanding of how to connect and troubleshoot custom domains
- Bonus: A Bachelor’s Degree in MIS, Computer Science, or related field or equivalent experience
- Bonus: Previous experience mentoring/training staff
- Bonus: Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS)
- Bonus: Previous experience with CRM software and managing contact lists
- Bonus: An advanced understanding of DNS, CNAME, and SSL
- Bonus: An advanced understanding of email deliverability and factors that impact it
- Bonus: Previous experience with customer support platforms like Zendesk or other support portal tools
- Bonus: Knowledge of API & Integrations
