Technical Support Representative
3 weeks ago
Job Description We're looking for a Technical Support Representative with 12 years of experience who is passionate about solving problems and providing exceptional support to customers. This role is ideal for someone with a logical mind, great troubleshooting skills, and a strong desire to learn and grow in a fast-paced startup environment. As part of our support team, you'll be the first point of contact for technical issues, working directly with customers to diagnose and resolve problemsoften before they even realize what went wrong. Key Responsibilities: - Respond promptly and accurately to customer queries via email (and other channels as needed). - Troubleshoot technical issues, identify root causes, and deliver effective, long-term solutions. - Collaborate closely with engineering, product, and customer success teams to resolve complex issues. - Create and maintain internal documentation and guides to help streamline support operations and onboard new team members. - Contribute to and improve the internal knowledge base and customer help center articles. - Maintain a strong, professional customer presence, ensuring a high level of satisfaction and trust. - Stay proactive in identifying patterns in support requests to suggest product or process improvements. - Explore and implement AI tools or automation where applicable to optimize daily support tasks. Required Qualifications: - Bachelor's Degree or equivalent experience. - 12 years of technical support experience, preferably in a SaaS environment. - Excellent verbal and written communication skills. - Strong troubleshooting and logic skills our customers count on you to figure things out when they can't. - Basic technical knowledge of APIs, SQL, and Chrome Developer Tools. - Highly organized with excellent time management and attention to detail. - Ability to work independently and thrive in a fast-paced, startup environment. Nice to Have: - Familiarity with or eagerness to learn and use AI tools (e.g., ChatGPT, Notion AI, AI-powered ticket routing, etc.) to improve support efficiency. - An innovative mindsetalways looking for ways to automate or optimise repetitive tasks using technology. - Experience implementing or using AI-driven workflows in daily technical support operations. - Familiarity with support platforms like Zendesk is a plus. - Experience in the recruiting or staffing industry is a plus. **This role requires you to be available during EST hours (6 pm to 3 am IST)** Additional Information Perks & Benefits - Equity - Medical insurance for employees and dependents - Quarterly Professional Development allowance - This role will receive competitive On-Target Earnings (base salary + sales commission) + benefits + equity. - Company Wellness Days (On months without holidays, you are still given a 3-day weekend) Sense is an equal-opportunity employer. We believe that diversity, inclusion, and belonging are integral to our success and do not discriminate based on race, color, religion, age, or any other basis protected by law. All your information will be kept confidential according to EEO guidelines.
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