Technical Support Representative
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). You will provide immediate and amazing service to our customers worldwide. You will champion customer happiness, satisfaction, and success through patience, understanding, and technical superpowers.
Requirements
- You have a passion for customer service and a great love for helping people.
- You are well-versed and comfortable with email and phone etiquette.
- You have 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.
- Alchemer is taking applications for this position from candidates who reside in Colorado and who are legally authorized to work in the US and 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
- 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
Benefits
- Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
51-100 employees
