Technical Support Specialist

Notability•San Francisco, CA

1d•Hybrid

About The Position

Notability is seeking a Technical Support Specialist to join its Technical Support Team. The role provides frontline assistance to Notability users, addressing commonly reported issues and helping users understand and troubleshoot the company’s products. The specialist also works with internal teams to escalate issues, report bugs, and develop solutions that improve the user experience. This role follows a hybrid work model and is based at Notability’s headquarters in downtown San Francisco. Employees are required to work in the office at least two days per week, with remote work available the rest of the week.

Requirements

2–3 years of experience in customer support, product support, or technical support, including handling frequent incoming user issues through email, phone, and/or live chat.
Experience with support-focused CRMs.
Excellent written, verbal, and interpersonal communication skills.
Experience troubleshooting and providing technical support for iOS and Android devices and environments.
Empathetic approach to understanding users’ issues and motivation to help them.
Ability to learn, understand, and communicate technical aspects of applications and software, including troubleshooting, debugging, and reproducing issues.
Experience with GitHub, Jira, Confluence, or similar software.
Experience working toward and achieving measured customer-success metrics, such as tickets per day, average CSAT, response-to-resolution ratio, and average quality score.
Motivation to receive feedback and improve in the role, in the work, and in collaboration with the team.

Nice To Haves

Experience with Intercom/Fin and Zendesk.
Proficiency in spoken Mandarin and written Chinese (Traditional or Simplified).

Responsibilities

Assist new and existing Notability users by explaining features, clarifying operating instructions, and troubleshooting products.
Diagnose technical issues and respond to user-submitted tickets through Zendesk, following internal processes and procedures.
Track and follow up on issues, escalate them as needed, and close them within applicable SLAs.
Meet and exceed success KPIs, including productivity, CSAT, responsiveness, and quality scores.
Identify trends, report issues and bugs, and communicate user sentiment to help prioritize improvements.
Prioritize users’ best interests and provide effective assistance both now and in the future.

Benefits

Competitive compensation including base salary, bonuses, and profit sharing.
Equity awards in the form of stock options.
Comprehensive medical, dental, and vision healthcare fully covered for employees and their families.
Flexible work and vacation schedules.
401(k) with matching contributions.
Matching gifts to nonprofits.
Lunch stipend when working from headquarters.
Public transit stipend.
Home workstation reimbursement.
ISP stipend.
Monthly phone bill stipend.