Senior Technical Support Specialist

Job Description

• Actively managing support queue to resolve product-related issues • Supporting Success Architect team through technical understanding • Working with engineering team to diagnose and report on problems • Collaborating with product team to implement customer feedback • Improving documentation, processes, and knowledge base • Providing critical communication during incidents • Assisting leadership in improving customer operations strategy

Qualifications

• Ability to explain complex features to technical and non-technical users • 3+ years of support experience in B2B SaaS company • Bachelor's degree • Excellent interpersonal, communication, and writing skills • Extensive knowledge of Salesforce CRM • Working knowledge of marketing automation systems • Working knowledge of Javascript and API errors • Knowledge of web technologies • Passion for making customers successful • Ability to analyze and solve complex problems • Interest in growing career in Technical Support

Benefits

• Working on cutting edge technology • Opportunity to transform customer experience • Agile team environment