Technical Support Specialist
About the role
The Technical Support Specialist plays a crucial role in ensuring customer satisfaction and product improvement. They interact daily with customers to resolve technical and product questions, develop and improve technical support documentation, and collaborate with the Technical Solutions Engineering team to enhance the resolution rate of technical support.
Responsibilities
- Interact daily with our customers to provide Technical and Product Support
- Work closely with the Technical Solutions Engineering team to expand the resolution rate of Technical Support
- Develop and improve technical support documentation both internally and in our help center
- Collaborate closely with the engineering and product teams to communicate customer issues, provide detailed bug reports, and work together to troubleshoot and resolve technical problems
- Work closely with A.I. assisted tools and approaches to improve the quality and efficiency of responses to Anrok customers and improve documentation in multiple knowledge bases
Requirements
Proven experience in a product support role, with a strong background in technical support, preferably in a software or technology industry. Customer-centric mindset with a passion for delivering exceptional support and building positive relationships with customers. Experience working with Product and Engineering teams to improve the product and internal tools. Enjoy engaging with customers and stakeholders and take a proactive position when solving challenging problems. Strong communication and interpersonal skills, with the ability to articulate complex concepts and processes clearly and concisely. Nice-to-have: experience building on Zendesk.
Qualifications
Technical Support Specialist position requires a bachelor's degree in a related field or equivalent practical experience. Proficiency in software troubleshooting and problem-solving is essential. Excellent written and verbal communication skills are required. Experience with Zendesk is a plus.
Skills
- Customer service and support
- Problem-solving and troubleshooting
- Technical writing and documentation
- Collaboration with cross-functional teams
- Experience with A.I. assisted tools
Benefits
- Daily lunch and snacks
- Medical, dental, and vision insurance covered 100%
- One Medical membership covered, flexible sick benefits
- Annual learning and development stipend
- Wellness reimbursement program
- Annual team off-sites and in-person opportunities
- Home office setup stipend
Pay
$72K - $100K
Schedule
Hybrid work environment with collaboration in-person 3 days per week. Home office setup stipend provided.