Technical Support Specialist

Port-Of-Spain or Newtown, Posted On 12.30.2024 Employer

Description

The Technical Support Specialist is an essential member of the Support team that provides assistance to customers by providing solutions and answers. The role will report to a Team Lead.

The Impact you will make

Create a warm, friendly, and effortless experience when engaging with the customer.
You’ll provide a top-notch customer experience through live chat, phone support, email, video calls, and recordings, and help desk software.
Enhance the customer experience by creating guides and walkthroughs.
Documenting solutions and keeping up-to-date with platform updates.
You’ll work with the Senior Agents in providing investigative research for support tickets where immediate assistance may not be possible and supply your findings to the appropriate parties.
You’ll be a part of the next iteration of our journey to create a world-class support experience and so much more!

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Overview

Employer Confidential

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Job ID:

116396

Title:

Technical Support Specialist

Location:

Port-Of-Spain or Newtown,

Category:

Other

Salary:

col-narrow-right

Posted:

12.30.2024

Job Requirements

Attributes for Success

At least two years experience in a technical support or customer service role.
Ability and eagerness to rapidly learn and achieve mastery of web-based software.
The desire to provide support and willingness to assist customers.
Excellent interpersonal skills including the ability to patiently communicate complex
issues.
Strong investigative ability with a desire to go beyond a surface-level understanding of issues brought to your attention.
Has a high emotional EQ
Basic knowledge of Front End Web Development tools and technologies
(HTML/CSS/Javascript) as well as the desire to continue to advance this knowledge.
An understanding of software development lifecycle (or you are beyond enthusiastic to learn).
An understanding of HTTP.
A basic understanding of DNS and SSL.
Typing 45 WPM
A basic understanding of email deliverability and factors that impact it

Bonus

Experience working with software in a customer experience/support environment.
Knowledgeable in Liquid code and setting up websites, both backend, and aesthetics like WordPress, and Shopify.
Experience configuring websites like text and DNS records like GoDaddy and HostGator.
Experience in creating and distributing educational content and media like Udemy,
Thinkific, or YouTube.
Experience in creating and designing Marketing campaigns and in using Marketing
platforms like Mailchimp.
Experience in administering and maintaining CRMs.
Experience in API and webhook configurations like Zapier
Strong foundational knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript) as well as the desire to continue to advance this knowledge.