Technical Support Specialist
23 hours ago
We are a global organization dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world.
- We have over 1,000 team members across five countries and aim to reach 5,000 people by 2027, if not sooner.
- We are united by our desire to connect diverse people with common values for bold impact.
This role involves providing hands-on technical support, feature explanation, and best practice guidance for our product.
The Technical Support Advocate's work environment is focused on delivering high-quality support to customers, partners, and colleagues in a fast-paced setting.
A successful Technical Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands services and team needs, and delivers exceptional client satisfaction.
We are seeking passionate individuals who are driven to help us grow and achieve our purpose.
Main Tasks- Provide technical assistance to customers via phone, email, and chat.
- Respond to customer inquiries and alerts in a timely and professional manner according to agreed-upon standards.
- Diagnose, address, and resolve technical issues efficiently and accurately.
- Elevate complex issues to higher-level support.
- Stay up-to-date with evolving technologies, adapting quickly to process changes.
- Participate in training sessions to enhance technical skills and knowledge.
- Share knowledge with the team and assist in training new members.
- Gain a deep understanding of client products and services.
- Address customer service inquiries promptly to ensure satisfaction.
- Collaborate with and support team members when needed.
- Take on additional tasks or responsibilities to meet team objectives.
You should possess:
- An analytical and critical thinking approach.
- General knowledge of web-based and mobile applications.
- Experience with SaaS Products - Software as a Service.
- A passion for creating exceptional customer experiences.
- Metric-driven performance and ability to handle a high volume of interactions.
- Strong conflict resolution skills and even temperament in challenging situations.
- Effective tone conveyance through written communications.
- Creative problem-solving skills.
- Impressive judgment - fact-based decisions that support desired outcomes.
- Sincere empathy - genuine care for customers.
- Proactivity and ability to work with minimal supervision.
- Support the team by executing initiatives and collaborating on projects.
- Take initiative and identify areas for growth to contribute to team success.
- Acquire valuable customer insights and share them with the team to improve education and experience.
- Possess a strong commitment to Customer Experience.
- Have a proven ability to work remotely as part of a team and independently with limited direction.
- Hold working knowledge of SQL and databases.
- Be proficient in English, both spoken and written.
- Private Health Insurance.
- Paid Time Off.
- Ongoing Training & Development.
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