Technical Solution Expert
21 hours ago
The Technical Support Specialist role is a key position within our organization that provides essential assistance to customers and teammates by delivering solutions. The team member will report directly to a Technical Team Lead.
Key Responsibilities- Deliver prompt and effective resolutions to customer inquiries through live chat, phone support, email, video calls, recordings, and help desk software.
- Diagnose complex problems with the Kajabi platform using analytical skills.
- Collaborate with cross-functional teams for advanced issue resolution.
- Contribute to the development of internal resources and customer-facing materials.
- Provide guidance and training to junior support specialists as needed.
- At least 2 years of experience in SaaS troubleshooting in a fast-paced technical support environment.
- Able to rapidly learn and master web-based software.
- Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive situations.
- Strong analytical and investigative abilities with a desire to go beyond a surface-level understanding of issues brought to attention.
- Proficiency in Mac and Windows operating systems.
- Ability to troubleshoot custom domains.
- 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.
- Previous experience with CRM software and managing contact lists.
- Understanding of DNS, CNAME, and SSL.
- Understanding of email deliverability and factors impacting it.
- Previous experience with customer support platforms like Zendesk or other support portal tools.
- Knowledge of API and Integrations.
The T2 Tech Support Specialist will meet bi-weekly with the Technical Team Lead to discuss performance, identify areas for improvement, seek guidance, and address any concerns.
Team Benefits Package- 100% HMO coverage.
- Mental healthcare coverage.
- Company-issued device.
- Team appreciation fund.
If this sounds like an ideal opportunity for you, please apply below.
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