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Technical Support Agent

Mountain View, CA

Job Overview

  • We are seeking an experienced Technical Support leader to manage all inbound customer support requests, including chat, email, and phone support across a base of SMB, Commercial, and Enterprise customers.
  • The ideal candidate is highly organized and has managed customer support and/or customer success teams and understands the process for deployments and adoption of Cloud-SaaS based technologies.
  • Proven track record with Technical Support process improvements and optimization (people, process, tools) .
  • Experience managing omnichannel customer support including queues, assignment, touchpoints, response time and customer satisfaction.
  • You’ll have the ability to troubleshoot, triage, assign a level of severity, and liaise with engineers as the connector between all levels of support, management, and customers. You can prioritize, escalate, mediate and ultimately satisfy all stakeholders in the technical support process.
  • Experience managing performance KPIs and regular reporting to leadership.

You Are

  • The kind of person who wants to make an impact

Job Description

  • You are customer obsessed .
  • You have superior interpersonal and customer care skills and the ability to break down technical or complex information to customers in simple, clear terms to a non-IT user.
  • You are an execution machine and understand how what you’re working on maps to the strategic priorities of the business.
  • You take full accountability for setting the right targets for the business and can build the plan to exceed the goals.
  • You don’t take ‘no’ for an answer and are always curious, inquisitive and actively driving process improvements.
  • You love to experiment and have no ego.
  • You are creative, empathetic, and aware of the latest trends.
  • You are data-driven.
  • Your colleagues think of you as someone who is detail-oriented, organized, and collaborative.

Minimum Qualifications

  • Bachelors degree and 3-5+ years of relevant experience.
  • Comfort constructing and running SQL database queries
  • Experience working with product and engineering teams to debug, prioritize and communicate support requests
  • Experience writing product feature updates, documenting FAQs and customer communications

Additional Qualifications

  • 3+ years of relevant industry experience.

Feels Like A Good Fit?

Use the form below to apply online or send your latest resume to [email protected]

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