Technical Support Specialist

Absorb

10d • Remote

About The Position

Every time people ask me how I’m enjoying my job, the first thing I mention is how much I enjoy working for a company like Absorb. The culture is collaborative and open, the structure is understandable while also providing support, and the company itself is exciting and full of growth. My job within Client Advocacy specifically has been a tremendous experience. I’ve always had a knack for everything technical, but I’ve never made it my career, as my education was in other areas. The Client Advocacy team mentored me and helped me develop my skills to where I am now a Technical Specialist, and my knowledge of SAAS has grown exponentially.

Do you have experience providing technical support to external clients in a remote environment? Do you enjoy investigating, researching, troubleshooting, and becoming a detective when needed? Lastly, would you consider yourself a wizard of all things customer service and technology? As a member of our Client Advocacy team, you are responsible for providing high-quality technical and best-in-class support for the Absorb platform clients. You will address client needs across the world by phone, chats, and desktop sharing, using a support ticket tracking system. The fundamental goal of this position is to help our clients achieve success using our Absorb platform. Would you like to learn more about Absorb's Client Advocacy team? Check out the video below:

Requirements

• 3+ years’ experience in a technical support position, (ideally in a SaaS environment) OR in client facing roles (customer service, food and beverage, airlines, etc)
• Basic understanding of core web components.
• Exceptional attention to detail.
• Proven time-management capabilities.
• Excellent communication (both written and verbal) and active listening skills.
• Ability to grasp technical concepts and explain them in simple term.

Nice To Haves

• Previous LMS/E-Learning experience.
• Technical documentation experience.
• Zendesk, MSSQL, Jira, Confluence experience.
• Previous experience working with remote teams.
• Fluency in other languages (would be a bonus but not required)

Responsibilities

• Resolving the issues through phone, chat, and email communication channels in a fast paced environment.
• Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution.
• Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns.
• Manage customer expectations regarding estimated response times for issue resolution.
• Extensively research and document customer technical issues.
• Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

Benefits

• Comprehensive Health and Wellness Benefits including retirement savings programs
• eligibility for two different bonus plans
• generous time off
• comprehensive medical and dental benefits based on your country of location.
• New Hire Equipment Allowance
• monthly Flex Allowance to support your success.
• Endless opportunity for career growth and internal mobility.
• Employee driven DE&I programs.

What This Job Offers

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