Technical Support Expert

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product.

The Technical Support Representative work environment is focused on providing support to customers, partners, and colleagues in a fast-paced environment.

A successful Technical Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, team needs, and delivers the highest level of client satisfaction.

• Install, modify, and make minor repairs to computer hardware and software systems.
• Resolve tickets representing staff-generated technical requests or problems and troubleshoot technical and process issues to maintain productivity.
• Maintain system functionality by testing computer components.
• Help design and implement networks.
• Consult with users to determine appropriate hardware and software needs and assist in placing orders.
• Maximize computer systems capabilities by studying technical applications and making recommendations.
• Test compatibility of new programs with existing ones.
• Gather data to identify and evaluate technical purchasing options.
• Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Install software and necessary applications for workflow.
• Train users on new software in person or through various tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintain system capability by testing computer components.
• Carry out software, network, and database performance tuning.
• Document hardware and software updates.
• Keep up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepare reference material for users by drafting operation instructions.
• Support other team members to ensure program success.

You are...

• An analytical and critical thinker, with an eye for even the most minute details.
• Passionate about client satisfaction.

• 2 years of technical support experience: preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
• Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care.
• Proactive attitude and ability to work with limited supervision.

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
• Acquire valuable customer insights and share them with the rest of the team to improve education and experience, creating customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired.

• Private Health Insurance
• Training & Development