Profile Overview

Your role will be pivotal in guaranteeing customer satisfaction by providing prompt responses and ensuring our support standards are consistently met. The ideal candidate is familiar with support tools like Zendesk and is able to communicate effectively with customers, ensuring their needs are met. While technical proficiency is an advantage, the key is to understand and empathize with our users, guide them appropriately, and direct more technical queries to the relevant teams when necessary.

You'll be responsible for managing incoming support requests at the Level 1 stage, which focuses mainly on initial customer contact and basic troubleshooting. If documentation needs updates based on common queries, you'll play a part in suggesting those. From time to time, you might join user meetings to address their concerns or to gather feedback. A basic understanding of reporting tools would be beneficial but not mandatory as training will be provided.

Your immediate impact in the first 3-6 months will be:

Enhance product documentation quality by contributing new articles and providing feedback, leading to improved user self-service and reduced support inquiries
Improve customer satisfaction by maintaining a first reply Service Level Agreement (SLA) within 1 hour, ensuring prompt attention to customer needs
Drive product improvements by providing continuous feedback based on user issues and interactions, potentially leading to feature enhancements or bug fixes
Strengthen the user-centric approach of the company by acting as an advocate for users, ensuring their voice is heard in product decisions and company strategies
Reduce the workload on the developer team by developing the ability to independently resolve technical issues, improving overall support efficiency

Your responsibilities

Feedback and Enhancement: Provide valuable insights based on customer interactions to help improve our offerings and ensure we're meeting user needs.
Customer Support: Assist customers with their queries, guide them through our platform, and ensure they always have a positive experience with our team.
Problem-Solving: Use your problem-solving skills to address common customer issues, ensuring they are resolved promptly or escalated appropriately.
Continuous Learning: Engage in ongoing training and familiarize yourself with our evolving products and processes to best support our users.
Team Collaboration: Work closely with other teams, especially the customer success team, to ensure seamless service and consistent messaging to our users.
Stay Updated: Stay up to date of industry trends, emerging technologies, and best practices to continuously enhance your technical knowledge and expertise.

What You bring to the table

Customer-First Mindset: You understand the importance of positive customer interactions and consistently aim to provide exceptional service.
Experience: While deep technical expertise is not a must, your exposure to customer support environments gives you an edge in understanding and addressing user concerns.
Effective Communication: In our remote-first setup, your ability to communicate clearly and empathetically with customers is paramount.
Familiarity with Tools: You have experience or a willingness to learn about ticketing systems and customer support platforms to ensure inquiries are addressed efficiently.
Problem-Solving: You approach challenges with a can-do attitude, eager to find solutions that prioritize the customer's needs.

Technical Support Specialist L2

Anywhere in the world

Remote

Mid-level

Saas.group