Technical Support Specialist II (Remote Eligible - Costa Rica)

Smartsheet • San Jose, CA

3d • Remote

About The Position

Smartsheet is hiring a Technical Support Specialist II to support customers and maintain high service standards while contributing to team projects. The role works with team members across the globe and reports to a Support Manager. Support specialists troubleshoot customer issues, share best practices, and advocate for users through expert engagements. Teams are aligned to domains of knowledge to promote effective and timely customer resolutions. This role is eligible for remote work within Costa Rica, and applicants must reside in Costa Rica.

Requirements

• Excellent written, verbal, and interpersonal communication skills.
• At least 1 year of technical or customer support experience, or equivalent.
• Ability to demonstrate empathetic and confident ownership of customer issues and ensure customers are directed to the appropriate resource if their issue cannot be resolved directly.
• Flexibility in working hours, including work outside standard business hours.
• Must reside in Costa Rica.

Nice To Haves

• Working knowledge of the assigned feature.

Responsibilities

• Troubleshoot customer issues using internal and external documentation, tools, and escalation resources to resolve issues and deliver positive customer experiences.
• Become Smartsheet Product Certified and support customers through email, phone, and chat.
• Partner with leaders to meet or exceed performance goals for customer satisfaction, quality assurance, and attendance.
• Become an expert in a specific product area.
• Contribute to team projects.
• Give and receive thoughtful feedback on team processes and leadership.
• Manage other responsibilities as assigned.

What This Job Offers

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