Technical Support Expert 2

???? Description

• Provide product support via phone, email, social media and chat.
• Assess issues and resolve complex problems.
• Log interactions and tag/categorize issues.
• Escalate to Product and Engineering as needed.
• Mentor newer team members on customer issues.
• Contribute to knowledge base for team and customers.
• Ensure SLAs and CSAT goals are met.
• Handle on-call incident reporting as needed.

???? Requirements

• 3-4 years in client-facing customer/technical support for Email/SaaS.
• Strong customer focus, empathy, active listening, and diplomacy.
• Experience explaining complex tech to technical and non-technical audiences by phone or email.
• Experience with incident communication and on-call.
• Ability to log, document, and contribute to knowledge base.
• Quick learner, initiative, ownership, and prioritization under pressure.

???? Benefits

• Competitive pay.
• Generous time off and parental leave.
• Healthcare coverage.
• Retirement savings program.
• Volunteering and community impact support.

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