Careers

Position Overview:

The Technical Support Specialist provides first-line technical assistance to clients and end users, ensuring quick resolution of platform-related issues and maintaining high levels of client satisfaction. The role involves troubleshooting, managing support tickets, and collaborating with other departments to improve the client experience.

Key Responsibilities:

• Ticket Management and Resolution:

 - Manage incoming support tickets through the ticketing system, ensuring timely responses and resolutions.

 - Prioritize issues based on urgency and impact, adhering to defined service level agreements (SLAs).

 - Escalate complex issues to Product Development or Project Management, providing detailed documentation for efficient resolution.




• Troubleshooting and Technical Assistance:

 - Diagnose and resolve technical problems related to platform functionality, integrations, and configurations.

 - Assist clients with platform setup, troubleshooting, and usage best practices.

 - Conduct live troubleshooting sessions with clients to address critical or real-time issues.




• Proactive Monitoring and Issue Detection:

 - Monitor system health to identify potential issues before they impact clients or end users.

 - Report recurring issues and trends to Product Development for potential fixes or feature updates.

 - Communicate proactively with clients about potential disruptions or updates.




• Knowledge Base and Documentation:

 - Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and training materials.

 - Regularly update self-service resources based on new features, updates, and resolved issues.

 - Share insights with the Customer Success Manager to align on solutions and best practices.




• Client Training and Support:

 - Provide technical guidance during client onboarding, ensuring a smooth transition to the platform.

 - Deliver training sessions to clients on new features and system updates.

 - Support Customer Success initiatives by addressing technical aspects of client success plans.




• Feedback Collection and Reporting:

 - Gather and document client feedback on platform usability, identifying areas for improvement.

 - Generate regular reports on ticket resolution times, support trends, and client satisfaction scores.

 - Collaborate with Customer Success to share actionable insights that enhance client outcomes.

 Qualifications:

• Bachelor’s degree in Computer Science, IT, or a related field.
• 2+years of experience in technical support or a similar role, preferably in SaaS or technology companies.
• Strong problem-solving skills and technical troubleshooting abilities.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools.
• Basic understanding of chatbot platforms, APIs, or SaaS architecture is a plus.