Technical Support Specialist

4 weeks ago

hyderabad, India Reputation Full time

Why Work at Reputation?

  • Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

  • We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. 

  • Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.

  • The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

  • Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

  • Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

  • Our Mission: We exist to forge relationships between companies and communities.

Job Summary:

Do you have a passion for customer success and problem solving? Do you thrive in a high-volume work environment that showcases your attention to detail and troubleshooting skills? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space? is looking for a proven Technical Support Specialist with these skills.

Responsibilities:

  • Handling customer technical support cases through phone and email submission

  • Cross-departmental collaboration to provide resolution for client requests.

  • Queue management with emphasis on efficiency, quality & quantity.

  • Work in various department lanes becoming a subject matter expert in each.

  • Demonstrate understanding of social media and effectively communicate knowledge with clients.

  • Troubleshooting, updating account configuration, reviewing activity in the platform to optimize clients’ business structure.

  • Provide guidance on the capabilities of the platform.

  • Share best practices and industry knowledge across verticals.

  • Communicate product enhancement to clients.

  • Additional duties as assigned.

Qualifications:

  • 2-4 years of work experience specific to customer success/technical support/account management - SaaS recommended.

  • Excellent phone skills are a "MUST"

  • Knowledge of social media platforms and review sites.

  • Excellent written and verbal skills.

  • Positive attitude and “team-first” mentality .

  • Advanced skillset with Excel a “MUST”.

  • Able & comfortable changing direction at a moment’s notice.

  • Knowledge of Salesforce CRM.

  • Solid analytical, problem-solving, and organizational skills with a strong attention to detail.

  • Bachelor’s Degree or equivalent experience preferred.

When you join Reputation, you can expect:

  • Flexible working arrangements.

  • Career growth with paid training tuition opportunities.  

  • Active Employee Resource Groups (ERGs) to engage with. 

  • An equitable work environment. 

 

Our employees say it best:

According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton. 

Our employees highlight our :

  • Ample Opportunities - “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.” 

  • Positive Culture - “You will never have a better culture anywhere else. Period.” 

  • Training and Tools - “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”

  • Balance - “Great work life balance and awesome team environment”

Diversity Programs & Initiatives:

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, we believe in :

  • Diversity : Embracing a culture that values uniqueness.

  • Inclusion : Inviting diverse groups to take part in company life.

  • Belonging : Helping each individual feel accepted for who they are.

"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation 

 

Additionally, we offer a variety of benefits and perks, such as:

  • Flexible PTO

  • Paid company holidays 

  • 4 company provided, “Recharge Days”, which are wellness days off for the entire company

  • Several active Employee Resource Groups (ERG’s) to help foster inclusion and community 

  • Employee Assistance Program

  • Access to a wide variety of unique perks and apps: Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi 

  • Fetch Pet Insurance

  • 401K

  • Health, dental and vision insurance

  • Paid maternity leave 

  • Employer paid short term and long term disability and life insurance

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our .

Applicants only - No 3rd party agency candidates.

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