Senior Technical Support Specialist

2 days ago

San Juan, Philippines Kajabi Full time

Overview The Technical Support Specialist is an essential member of the Support team that provides assistance to customers and teammates by delivering solutions. The role reports to a Technical Team Lead. Responsibilities Deliver friendly and prompt resolutions to customer inquiries via live chat, phone support, email, video calls, recordings, and help desk software. Analyze and diagnose challenging problems with the Kajabi platform. Collaborate with T3 support specialists or cross-functional teams for advanced issue resolution. Contribute to the development and maintenance of internal resources and customer-facing materials. Provide guidance and training to T1 support specialists as appropriate. Attributes for Success 2+ years of SaaS troubleshooting experience in a fast-paced Technical Support capacity. Ability to rapidly learn and achieve mastery of web-based software. Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments. Strong analytical and investigative ability with a desire to go beyond a surface-level understanding of issues brought to your attention. Fast typing speed and accuracy Proficiency in Mac & Windows operating systems An understanding of how to connect and troubleshoot custom domains. Bonus A Bachelor’s Degree in MIS, Computer Science, or related field or equivalent experience. Previous experience mentoring/training staff Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS) and the desire to continue advancing this knowledge. Previous experience with CRM software and managing contact lists. An advanced understanding of DNS, CNAME, and SSL. An advanced understanding of email deliverability and factors that impact it. Previous experience with customer support platforms like Zendesk or other support portal tools. Knowledge of API & Integrations One-on-One Process The T2 Tech Support Specialist will meet weekly with the Technical Team Lead to discuss role performance, identify improvement areas, seek guidance, and address any concerns. These meetings aim to align on expectations and explore ways the leadership team can provide support. Kajabi Team Benefits Package HMO Paid 100% by Kajabi Mental healthcare coverage Company-issued device Team appreciation fund How To Apply Sound like a good fit for you? Click apply, below Kajabi LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, veteran status, or any other basis protected by applicable law. Seniority level Entry level Employment type Full-time Job function Information Technology Industries Technology, Information and Internet, Computer and Network Security, and Software Development #J-18808-Ljbffr

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