Technical Support Specialist

How You’ll Make an Impact

• Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out.
• Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey.
• Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions.
• Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience.
• Anticipate Needs: Proactively address customer concerns before they happen.
• Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve.
• Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable.

What We’re Looking For

• 1+ Years in Customer / Technical Support: SaaS or technology platform experience preferred.
• Incredible Communication: Translate complex technical concepts into clear, friendly, and actionable advice.
• A Natural Problem-Solver: Outstanding troubleshooting skills and a passion for "the why" behind a technical issue.
• Tech Savvy: General understanding of the software development life cycle and the tools that power it.
• Ability to Work Well Under Pressure: Thrive in a fast-paced environment and manage multiple priorities without losing composure.
• Platform Experience: Comprehensive understanding of Help Desk platforms and Live Chat tools.
• Bonus Points: Proficiency in data tools like Excel, Tableau, Looker, or Google Sheets.
• Extra Credit: Basic understanding of at least one programming language.