Technical Support Agent (Remote - ET Based)

The Technical Support Agent reports to the Lead Technical Support Agent and is part of the Customer Success Team. This position will support customers by addressing customer support requests, including troubleshooting customer issues and concerns. Success in this role means collaborating with the broader Customer Success team, as well as the Product, Engineering, and Quality Management teams in order to achieve high levels of customer delight.

Responsibilities

Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaints

Serve as the technical support hotline on-call person during pre-defined technical support hours

Improve service desk responses and contribute support-related articles to a knowledge base platform

Adhere to and contribute to the continuous improvement of our Quality Management System

Collaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedback

Support the QA team in reproducing issues when needed

Provide metrics and insight into customer inquiries, feedback, and complaints

Desired Skills & Experience

Bachelors degree in related field with customer support experience

Two+ (2+) years of experience with demonstrated success in providing customer support

Experience in resolving technology-based issues

Experience in designing solutions that are client-focused and based on the feedback and needs of the customer

Strong interpersonal skills to mobilize internal resources to address customer feedback

Strong organizational skills along with solid decision-making skills

Strong analytical and interpersonal skills, proven track record of effectively and efficiently resolving customer inquiries

Initiative, sense of urgency, passion, energy to succeed and thrive in fast-paced, entrepreneurial culture

Demonstrated initiative and creativity

Strong verbal and written communication skills

Originally posted on Himalayas