Technical Support Specialist

Responsibilities

• Serve as the first point of contact for technical support communications, primarily through email and online chat.
• Answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately.
• Diagnose and resolve customer issues with Greenhouse products, escalating as needed for timely follow-up and satisfactory resolution.
• Expand product knowledge and technical skills through training and practical experience.
• Recommend continuous product and process improvements.
• Take on additional projects and responsibilities as business needs require.

Requirements

• 2+ years of customer-facing work experience using both email and live chat channels; live phone and video experience is a bonus.
• Experience using Zendesk.
• SaaS experience.
• Excellent problem-solving and analytical skills.
• Proven perseverance when resolving customer requests.
• Passion for learning and sharing knowledge.
• Excellent written and verbal communication skills, with the ability to convey complex information to technical and non-technical audiences.
• Applicants must be authorized to work in the United States on a full-time basis.

Compensation and Benefits

• National pay range: $55,800–$63,500.
• Individual compensation depends on experience and qualifications.
• Some roles may be eligible for stock options, bonuses, merit increases, or sales commissions.
• Benefits include medical, dental, and vision insurance; basic life insurance; mental health resources; financial wellness benefits; paid parental leave; short- and long-term disability coverage; a 401(k) plan with company match; paid holidays; paid sick leave; and paid vacation or flexible PTO, depending on classification and tenure.