Customer Service and Technical Troubleshooter
13 hours ago
We are looking for a skilled technical support professional to join our team.
The ideal candidate is comfortable adapting quickly between providing customer and technical support, and passionate about delivering high-quality solutions.
You'll work closely with cross-functional teams to identify patterns, resolve issues, and enhance the customer experience.
- Handle escalated support tickets through email, chat, and phone to support customers.
- Troubleshoot technical issues using internal tools, logs, and APIs to get to the root cause.
- Be a compliance expert – ensuring our customers' data is protected when utilizing system tools.
- Take ownership of escalations from start to finish – ensuring customers receive clear, thorough updates until resolution.
This role requires strong analytical and problem-solving skills – resourceful and persistent in finding answers. You should be able to communicate complex technical details clearly to non-technical audiences and have excellent writing and speaking skills.
Responsibilities- Collaborate with engineering and product teams when deeper investigation or fixes are needed.
- Partner with cross-functional teams to share knowledge, trends, and solutions.
- Contribute to internal knowledge base articles and troubleshooting guides, and document recurring issues and solutions to reduce future escalations.
- Assist in teaching new and existing support specialists by sharing advanced troubleshooting steps and best practices.
- Monitor and report on trends, outages, and critical issues to leadership.
- At least one year of experience providing live chat technical support for a software/SaaS platform (or equivalent).
- Strong analytical and problem-solving skills – resourceful and persistent in finding answers.
- English is your primary language. Secondary languages are a plus, with bonus points for Spanish.
- Ability to translate complex technical details to non-technical audiences.
- Experience working across teams, departments, or multiple brands to solve customer issues.
Our company is committed to fostering an environment where diversity of thinking, skills, and experiences are valued, driving innovation and better business results.
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