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!

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.