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Customer Advocate

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Job Description

We are seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to customers via various channels including phone, email, and chat.

You will troubleshoot product-related issues reported by customers and identify root causes. You will also document and track customer inquiries, issues, and resolutions using a ticketing system.

As a Technical Support Specialist, you will collaborate with cross-functional teams including Engineering and Product Management to resolve complex technical issues and provide faster resolutions.

You will perform software installations, upgrades, and configurations for customers as needed. You will create and maintain support documentation, knowledge base articles, and FAQs.

You will conduct product training sessions for customers to enhance their understanding and usage of our products.

As a Technical Support Specialist, you will proactively identify trends in customer issues and work towards implementing preventative measures.

You will escalate critical issues to appropriate teams and follow up until resolution is achieved.

Continuously strive to improve customer satisfaction and retention through exceptional support experiences.

Required Skills and Qualifications
  • A minimum of 1 year of experience in a technical support role, preferably within a B2B SaaS environment.
  • Excellent interpersonal and communication skills, with the ability to clearly explain technical concepts to non-technical users.
  • Strong problem-solving and analytical abilities, as well as a keen attention to detail.
  • Self-motivated and able to work independently, as well as collaborate effectively with cross-functional teams.
  • Bachelors degree in computer science, Information Technology, or a related field is preferred.
  • Comfortable working in a fast-paced, dynamic environment with shifting priorities.
  • Familiarity with support tools such as ticketing systems, remote access tools, and knowledge base platforms.

Key Benefits:

  • Opportunity to work with a leading technology company.
  • Competitive salary and benefits package.
  • Chance to grow and develop your career in a rapidly evolving industry.