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About the role
Key responsibilities & impact- Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.
- Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
- Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.
- Identify patterns in support requests to address root causes, anticipate user needs, and improve the product.
- Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.
- Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users.
Requirements
What you’ll need- 3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating B2B SaaS platforms.
- Demonstrated success providing support through Slack, live chat channels, and email.
- Proficient in real-time troubleshooting, including video conferencing and remote access.
- Excellent written and verbal communication skills.
- Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup.
- Proven ability to work independently and manage multiple tasks efficiently.
Benefits
Comp & perks- Providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical SupportReal-Time TroubleshootingDebuggingPattern IdentificationPerformance Metrics Analysis
Soft Skills
Empathetic CommunicationMentoringSelf-StarterCollaborationProblem Solving