Technical Support Representative - REMOTE
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Representative. In this role, you will be a crucial player in providing high-quality technical support for software services aimed at government agencies. Your expertise will help clients navigate complex issues and ensure their software solutions are functioning optimally. You will also collaborate with various teams to maintain a customer-focused environment and contribute to the training of junior staff. This position promises a dynamic work environment where your problem-solving skills can shine.
Accountabilities:
- Field complex/escalated issues for high value or critical clients
- Work directly with clients to understand issues, document in a case, and work towards resolution
- Uphold SLA’s regarding responsiveness on individual cases
- Serve as an escalation point for Customer Support Representatives
- Take ownership of technical issues and collaborate with Engineering and product groups
- Validate and identify product bugs and document expected behaviors for resolution
- Coordinate teams, set up client troubleshooting sessions, and provide recaps
- Resolve escalated customer complaints without management intervention
- Provide on-call support
- Help train junior members on software and processes
- Update the ticket tracking system to provide current support issue status
- Create Knowledge Base articles for handling support issues
Benefits
- Opportunity to work in a remote-first company with a distributed workforce
- Inclusive and diverse team environment
- Engagement in Employee Resource Groups to encourage diverse voices
- Access to wellness sessions and interactions with leadership
- Opportunities for personal and professional growth
Requirements
- Ambitious, self-driven, and enthusiastic problem solver
- Strong client communication skills, capable of de-escalating high-stress situations
- 1 year experience providing technical support for cloud-based software
- Ability to convey complex technical issues to experts and novices
- Experience with ticketing systems (e.g., Zendesk, JIRA, Salesforce)
- Technical degree in Computer Science or equivalent experience (2+ yrs.)
