Overview
Employer Industry: Software as a Service (SaaS)
Why consider this job opportunity
Salary up to $34.33 per hour
Opportunity for career advancement and growth within the organization
Flexible time off with ample learning and development opportunities
Comprehensive health and wellness benefits, including 100% employer-paid medical options
Support for various life stages, including parental leave and fertility services
Recognition programs for great work through Bonusly and peer-nominated awards
What to Expect (Job Responsibilities)
Act as a tier 3 specialist supporting tier 1 and tier 2 support agents, project managers, and customer success managers
Deescalate customers through expert product knowledge and strong call handling skills
Provide advanced troubleshooting and workflow solutions to resolve technical issues quickly for customers and internal employees
Function as a subject matter expert on all products/services while maintaining up-to-date knowledge
Assist in managing emergency protocol and incidents impacting the user experience
What is Required (Qualifications)
Bachelor's degree; 2-3 years of customer service or technical support experience
Demonstrated proficiency in Excel
Ability to work in a high-paced, customer-facing environment with varied hours, including weekends and holidays
Strong communicator in both written and verbal form
Demonstrated expertise in troubleshooting and solutioning
How to Stand Out (Preferred Qualifications)
Computer Science background preferred
Basic knowledge of SQL preferred
Familiarity with Atlassian products (Jira) and knowledge of Kibana and Postman preferred
Telecom knowledge preferred
Creative, out-of-the-box solutioning skills
#SaaS #TechnicalSupport #CareerOpportunity #FlexibleWork #HealthBenefits #CustomerService
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