Technical Support Specialist
We are seeking a highly skilled and experienced technical support specialist to join our team. As a key member of our customer support team, you will be responsible for providing timely and effective solutions to customers' technical issues.
The ideal candidate will have a strong background in software-as-a-service (SaaS) product support, with at least 2+ years of experience in Level 1 support. You will be required to work independently and as part of a team to resolve complex technical issues and provide excellent customer service.
Key Responsibilities:
* Provide timely and effective solutions to customers' technical issues via phone, chat, and email.
* Work closely with the development team to identify and resolve root causes of technical issues.
* Maintain high reliability in terms of on-time attendance and availability in assigned channels per shift schedule.
* Stay updated on product knowledge to help build and curate knowledge articles.
* Deliver excellent customer experience to clinics and pet owners.
Required Skills and Qualifications:
* Excellent written and verbal English communication skills.
* 2+ years of Level 1 support experience for a SaaS product.
* Experience with Zendesk Talk, Messaging, and Support or similar platforms.
* Great attention to detail and strong organizational skills.
* Proven experience in a vibrant, dynamic startup environment.
Benefits:
* Competitive salary and benefits package.
* Opportunity to work with a cutting-edge technology company.
* Flexible working hours and remote work options.
About Us:
We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment.