Technical Support Specialist
Provide technical support for an AI platform, troubleshooting integrations and resolving customer issues while collaborating with product and engineering teams.
About the job
Responsibilities
- Respond rapidly to inquiries from end-users, admins, and developers
- Resolve inquiries including end-user training, integration debugging, and bug resolution
- Collaborate with implementation, customer success, product, and engineering teams to resolve issues and highlight trends in tickets
- Own support ticketing and knowledge infrastructure to deliver a world-class support experience
- Participate in hiring and onboarding future support engineers
Requirements
- 0-1 year(s) of experience in a technical support role/internship or recent graduate with technical degree
- Previous experience or exposure with two or more of: SQL, SaaS, SMS Marketing, Email Marketing, Phone Sales, Contact Center Software, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Basic Programming (HTML etc.)
- Experience identifying collaboration and escalation resources in a fast-paced environment
- Experience providing the right level of context when partnering with others to resolve customer issues
- Methodical, critical thinker who can understand customer needs, dissect technical requirements, and deliver crisp resolutions
Benefits
- Medical, Dental, and Vision plans - 80% covered by the company
- Flexible PTO & 11 paid holidays/year
- Subsidized ClassPass membership
- 401k Plan
- Paid parental leave
- Pre-tax commuter benefits
- In-office breakfast and snacks daily
- Happy hours, team outings, & annual off-sites
- Complete laptop workstation
Skills
SQL, SaaS, APIs, HTML, Marketing Automation, Sms Marketing, Email Marketing, Contact Center Software, Marketing Analytics
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