Technical Support Specialist II

Smarsh•Portland, OR

16h•Hybrid

About The Position

Smarsh is seeking a Technical Support Specialist to join our Client Services team. This role offers the chance to work in a collaborative and curious open environment where you are given the opportunity to innovate and grow. The Technical Support team is closely aligned with providing excellent client service, supporting each other, and enjoying the challenge of solving various technology problems. We believe job satisfaction comes from being able to do what you love while working with other talented people, and not forgetting to have fun along the way. Interactions can range from an end user having trouble logging in to the CEO of a multi-national corporation requesting a critical data report to answer a timely litigation case. Teamwork is imperative in handling the wide range of situations we can encounter—we are lively, collaborative, and work in a fast-paced environment. The most successful team members serve as an advocate to our clients by evaluating and dynamically prioritizing to make sure the most critical actions get addressed appropriately.

Requirements

2+ years’ experience in Customer Service, IT, SaaS and/or cyber security desired.
1 week on-call rotation quarterly.
Hybrid In Office attendance is required on specified days.
Excellent written and verbal communication skills.
Excellent critical thinking and time management skills.
Comfortable navigating the unknown.
Excellent documentation skills both conversational and technical.
The ability to communicate technical information to non-technical audience.
2+ years of call center experience handling inbound/outbound calls in high-volume settings.
CRM and Salesforce experience preferred.

Responsibilities

Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
Act as a client liaison and become an advocate for the resolution of client issues.
Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance.
Routinely develops reproducible test cases.
Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
Actively diagnose, troubleshoot and resolve customer issues.
Escalate cases as required based on customer business impact.
Effectively manage cases to ensure timely customer status updates and ultimate resolution.
On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
Advocate for product, policy and process improvements that improve the customer experience.
Follow required polices and processes to maintain compliance with information security and data protection requirements.
Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
Write or revise user training documents and procedure.