Technical Support Engineer III
Applied Materials
Technical Support Specialist II
Smarsh
full-time
Posted on:
Location Type: Hybrid
Location: Portland • Oregon • 🇺🇸 United States
Visit company websiteSalary
💰 $26 - $33 per hour
Job Level
JuniorMid-Level
About the role
- Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
- Act as a client liaison and become an advocate for the resolution of client issues.
- Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
- Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
- Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
- Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.
- Effectively manage cases to ensure timely customer status updates and ultimate resolution.
- On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
- Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
- Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
- Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
- Advocate for product, policy and process improvements that improve the customer experience.
- Follow required polices and processes to maintain compliance with information security and data protection requirements.
- Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
- Write or revise user training documents and procedure.
Requirements
- Minimum of 2 years in a customer service / technical support role, especially in SaaS or IT environments.
- At least 2 years of call center experience handling inbound/outbound calls in high-volume settings.
- Strong verbal and written communication skills, with active listening and empathy.
- Bachelor’s degree or equivalent preferred.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSsystem analysistesting techniquestroubleshootingcase managementKCS practicesSalesforceuser training documentation
Soft skills
client advocacyproblem-solvinginitiativecommunicationactive listeningempathycollaborationcustomer service
Certifications
Bachelor’s degree
