Technical Support Representative

Alchemer•Louisville, CO

3h•Onsite

About The Position

Alchemer empowers customers to do more with feedback. From a one-time survey to a powerful feedback program, Alchemer gives customer-obsessed teams the clarity to move from asking to action, driving their businesses forward. Alchemer serves more than 13,000 global Marketing, CX, HR, and Market Research customers, including many Fortune 500 companies. Alchemer is a KKR portfolio company. Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.alchemer.com).

Requirements

A passion for customer service and a great love for helping people.
Well-versed and comfortable with email and phone etiquette.
Experience in customer service and maybe even technical support.
Ability to exercise creativity in problem-solving.
Ability to empathize with customers and convey confidence.
Independence to find your own answers and keep learning.
Ability to prioritize and get things done with many distractions.
Proficient in learning new software applications.
Most excellent written and verbal communication skills.
Aptitude to be a self-starter and you’re flexible with frequent change.
Reside in Colorado.
Legally authorized to work in the US.
Do not require now, or in the future, immigration sponsorship for work authorization.

Nice To Haves

CompTIA A+, Security+, or Network+ certifications.
Understanding of Digital (mobile) applications.
App stores and in-app purchases (Android and iOS).
Familiarity with SQL, Java, Python, SDK Platform Tools, GitHub, Auth0.

Responsibilities

Provide immediate and amazing service to our customers worldwide.
Champion customer happiness, satisfaction, and success through patience, understanding, and technical superpowers.
Enthusiastically support customers by phone, email, social media and other web-based tools.
Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner.
Work in a team environment to achieve shared goals.
Promptly escalate more complex problems to appropriate internal resources.
Participate in enhancing the product from initial design through testing and delivery.
Enthusiastically provide internal support for the application.
Continuously endeavor to improve the quality of our support and service, both internally and externally.
Provide on-call customer support on a shared rotation (approximately 4 times a year).
Actively learn and become a Subject Matter Expert in one or more of our survey tools.
Responsible for holding to our Customer Service metrics.