Technical Support Specialist

Why Work at ReputationReputation 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 Reputation is trusted by more than 250 partners including Google Facebook Salesforce J D Power Amazon and Web com 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 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 Reputation com is looking for a proven Technical Support Specialist with these skills Responsibilities xe2x97x8f Handling customer technical support cases through phone chat and portalsubmissionxe2x97x8f Cross-departmental collaboration to provide resolution for client requests xe2x97x8f Queue management with emphasis on efficiency quality quantity xe2x97x8f Work in various department lanes becoming a subject matter expert in each xe2x97x8f Demonstrate understanding of social media and effectively communicate knowledge with clients xe2x97x8f Troubleshooting updating account configuration reviewing activity in the platform to optimize clients business structure xe2x97x8f Provide guidance on the capabilities of the Reputation com platform xe2x97x8f Share best practices and industry knowledge across verticals xe2x97x8f Communicate product enhancement to clients xe2x97x8f Additional duties as assigned Qualifications xe2x97x8f 0-2 years of work experience specific to customer success technical support account management - SaaS recommended xe2x97x8f Knowledge of social media platforms and review sites xe2x97x8f Excellent written and verbal skills xe2x97x8f Positive attitude and team-first mentality xe2x97x8f Advanced skillset with Excel a MUST xe2x97x8f Able comfortable changing direction at a moments notice xe2x97x8f Knowledge of Salesforce CRM is preferred xe2x97x8f Solid analytical problem-solving and organizational skills with a strong attention to detail xe2x97x8f Bachelors Degree or equivalent experience Mandatory 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 ReputationAdditionally we offer a variety of benefits and perks such as Health Insurance Wellness Benefits Group Health Insurance Medical Insurance with floater policy of up to 10 00 000 for employee spouse 2 dependent children 2 parents parent-in-lawsMaternity Benefits Medical insurance up to 75 000 INR 26 weeks of leave for birth adoption or surrogacyLife Insurance Insurance at 3x annual cost to the company Term Insurance GPA Accident Disability Insurance Insured at 3x base salary for permanent total disability permanent partial disability and temporary total disability GPA OPD of 7500 per annum per employeeLeaves10 Company observed holidays a year Refer to the Holiday Calendar for the Year 12 Casual Sick leaves Pro-rata calculated 02 Earned Leaves per Month Pro-rata calculated 04 Employee Recharge days aka company holiday office closed Maternity Paternity 6 months Bereavement Leave 10 Days Car Lease Reputation offers Car Lease Program that allows employees to lease a car with no upfront cost or down payment They benefit from a fixed monthly lease rental and 20-30 tax savings 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