Technical Support Specialist
Recurly
full-time
Posted on:
Location Type: Hybrid
Location: Medellín • 🇨🇴 Colombia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Develop relationships across the entire organization to influence others to achieve the best customer experience possible.
- Support customer inquiries by managing tickets in an industry-leading helpdesk management system including but not limited to ensuring tickets are routed to the right personnel and that ticket correspondence is prompt and thorough in accordance with current service level agreements (SLA).
- Foster lasting relationships with our developers and product owners and utilize their expertise to connect customers with the right technical solutions.
- Proactively identify technical issues and report them to our Engineering team.
- Develop comprehensive knowledge of existing customer service processes, workflows, and procedures.
- Be the subject matter expert of our products and services prior to general customer availability.
- Collaboratively accomplish team goals to maintain and improve customer service standards and best practices.
- Create and maintain documentation and instruction resources related to your role to be utilized by other team members.
Requirements
- You have 3+ years of related experience providing customer support using industry-leading case management systems and inbound customer support platforms.
- You have experience collaborating with peers and forming agreements across teams.
- Aptitude to quickly learn new technologies; both software and hardware platforms.
- You have a deep understanding of the software development cycle and use that knowledge to inform customer support strategy recommendations.
- You exhibit an excellent grasp of customer service practices.
- You know how to organize complex information into logical steps and sequences.
- You are skilled at and comfortable with articulating technical problems and issues succinctly and clearly with groups of people.
- You have the ability to troubleshoot technical issues on a variety of clients creatively and efficiently.
- You have strong written and verbal communication skills.
- You have an advanced understanding of mobile and web-based platforms.
- You have experience with JSON and REST APIs.
- You have experience writing code to gather data from web services and use it for your own purposes.
- Experience with server event diagnostics tools
- Familiarity with HTML and CSS for basic web content structuring and styling. While not required, experience in these areas can be beneficial for collaborating with engineering teams or customers.
- Experience and subject knowledge of RevRec and other financial reporting tools
- Experience being measured and driving against metrics that feed Service Level Objectives and Key Performance Indicators.
Benefits
- As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.
- Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.
- Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportcase management systemsinbound customer support platformssoftware development cycletroubleshootingJSONREST APIsHTMLCSSfinancial reporting tools
Soft skills
relationship buildingcollaborationcommunicationproblem-solvingorganizational skillscustomer service practicesdocumentationteamworkinfluenceadaptability