Technical Support Specialist
Port-Of-Spain or Newtown,
Posted On 10.22.2024
Employer
Description
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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Job Requirements
- 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.
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