Sr. Technical Support Specialist

6sense

9h • $105,389 - $135,437 • Remote

About The Position

As 6sense’s Sr Technical Support professional, you will have the opportunity to be an instrumental figure of our Support team. The Technical Support Specialist will work cross functionally to meet the needs of the customer, while working with the Engineering team to help diagnose and fix incoming issues.
The 6sense Account Engagement Platform helps B2B organizations achieve predictable revenue growth by putting the power of AI, big data, and machine learning behind every member of the revenue team. 6sense uncovers anonymous buying behavior, prioritizes accounts for sales and marketing, and enables them to engage resistant buying teams with personalized, multi-channel, multi-touch campaigns. 6sense helps revenue teams know everything they need to know about their buyers so they can easily do anything needed to generate more opportunities, increase deal size, get into opportunities sooner, and compete and win more often.

Requirements

• 8+ years customer support experience for software applications
• 3+ Years Knowledge of and experience with SQL
• Experience with MAP and CRM-Salesforce
• Experience describing technical concepts to a non-technical audience
• Excellent communication and interpersonal skills, with a focus on customer empathy.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently

Nice To Haves

• Experience working with Google Analytics a plus
• Experience/knowledge of Salesforce integrations a plus
• Experience in a SaaS environment is a plus
• Experience with ticketing systems Zendesk and JIRA a plus

Responsibilities

• Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved
• Analyze data using SQL / spreadsheets, and ad hoc analysis
• Respond to customer inquiries and assist in troubleshooting and resolving challenges
• Identify alternate solutions when necessary and communicate them to customers
• Maintain a detailed understanding of product architecture, technical components and application functionality
• Contribute to knowledge base articles, FAQs, and internal documentation to empower customers and team members. Set up and document troubleshooting procedures for new product features
• Work closely with product and engineering teams to replicate, diagnose, and report bugs or suggest improvements.
• Mentor and support junior support engineers by sharing knowledge and best practices.
• Communicate clearly and effectively with customers, fellow support team members and the other internal teams

Benefits

• Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options.
• We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.
• We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform.
• Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed