Technical Support Specialist - Core Apps

About the role

As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.

Responsibilities

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
• Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
• Contribute to team projects
• Give and receive thoughtful feedback on team processes and leadership
• Manage other responsibilities as assigned

Requirements

• Excellent written, verbal and interpersonal communication skills
• 1+ years of Technical or Customer support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
• Working knowledge of assigned feature a plus
• Flexibility in your working hours as this position will require work outside of standard business hours

Qualifications

• Current US Citizen or Permanent Resident only are eligible to work in our Federal Government Segment

Skills

• Technical or Customer support experience
• Customer service skills
• Problem-solving abilities
• Communication skills

Benefits

• Energizing work environment
• Competitive base salary range
• Employer subsidized medical/vision and dental coverage for full-time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

Pay

• Market competitive incentive opportunity

Schedule

• Full-time