Technical Support Representative - Pacific Time Zone
About The Position
Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses answering product queries, troubleshooting email delivery issues, and escalating complex concerns to the appropriate teams, ensuring seamless communication and client satisfaction. In this role, you’ll report to the Head of Support and work towards a shared goal of delivering best-in-class global service to our clients. You will also work with our amazing Success, Implementations, Product, and Engineering teams, driving continuous improvement processes and championing our clients' issues and feedback. This position will be fully remote, covering the Pacific Time Zone.
Requirements
- At least 1 year of professional Technical Support, Customer Service, Implementation or Success experience preferably in business end-user troubleshooting, and within a SaaS environment
- Excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information
- Quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently
- Value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions, to not only delight the client, but to correctly identify trends and better internal information to make data-driven decisions
- Patient, personable, and have a great sense of humor. You thrive on winning together as a team
Nice To Haves
- Experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail, and can assist users with configuration, connectivity, and general email-related issues
- Familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc
- Experience with AI, are able to effectively prompt, interpret, and humanize responses
- Proficient with HTML and JSON analysis
Responsibilities
- Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations
- Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience
- Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service
- Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency
Benefits
- 100% employer-paid benefits + a Health Spending Account from day one
- Work from anywhere in the world for up to 4 weeks
- Stock option plan
- Generous vacation package
- Personal development budget
- One personal day
- One volunteering day
- Your Birthday off
- Five health days per year
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
