Technical Support Expert 2

???? Description

• Provide product support via phone, email, social, and chat
• Assess and resolve complex product issues
• Log interactions and tag/categorize issues
• Escalate middle-complex issues to Product/Engineering
• Mentor newer Customer Support teammates
• Ensure SLAs and CSAT goals are met and manage queues

???? Requirements

• 3-4 years in a client-facing customer/technical support role for Email, Communications, SaaS or related tech
• Strong customer focus, empathy, active listening, and the ability to diplomatically address customer concerns
• Experience explaining complex technical issues to technical and non-technical audiences via phone or email
• Experience with incident communication and on-call
• Experience with Email REST APIs and Email Deliverability
• Experience with Jira/Confluence, Snowflake, and Zendesk is a plus

???? Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Offerings vary by location

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