Technical Support Specialist

reputed company you join the reputed company team, you become part of the leading reputed company solution for reputed company workforce management. reputed company’s automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their reputed company talent.

We’ve helped hundreds of companies like reputed company, CLEAR, reputed company, reputed company, reputed company, and sweetgreen to hire, reputed company, and manage over 14 reputed company workers in more than 75 countries.

In 2022, we closed $185M in our Series C, led by SoftBank and B Capital.

Join our growing team of highly collaborative, ambitious, and reputed company-thinking Fountaineers as we reputed company our hundreds of customers and millions of reputed company workers around the world.

Let’s reputed company reputed company work together.

About the role

As a Technical Support Specialist, you will have the opportunity to maintain relationships with some of the biggest brands in the world, support a wide variety of features and integrations, resolve issues, drive adoption, and be the voice of the customer with internal teams. reputed company’s mission is to build, deepen and grow relationships with our customers. Successful candidates will be passionate about solving problems and helping customers; reputed company in cultivating genuine relationships; love tinkering and figuring out how things work; be reputed company to spot problems and identify patterns; demonstrate a can-do attitude and a sense of ownership; and handle ambiguity well. This role works on Tier 2 reputed company of support which requires more advanced technical acumen. If this sounds like you, then the game is afoot.

What you’ll be doing

• Respond to customer inquiries in reputed company ticketing system in a timely and professional manner, and reputed company work arounds or alternate solutions while issues are being investigated
• Diagnose and troubleshoot software issues, providing effective solutions or escalating as necessary by generating well informed and documented tickets in reputed company
• Investigate problems using data logs, on platform and API testing, using reputed company to view user sessions, backend settings, and engaging with our integration partners
• Collaborate with engineering, support engineering, and product teams to identify and resolve technical problems
• Create RCA (Root Cause Analysis) documentation for some incidents reputed company necessary
• Create and maintain technical documentation, including FAQs, user playbooks, and troubleshooting tips
• Assist in the reputed company process for new team members, providing training and support as needed
• Gather customer feedback and insights to help improve product features and support processes
• Participate in team meetings to discuss ongoing issues, reputed company knowledge, and enhance overall support quality
• reputed company is a multi-product suite, so it’s pertinent to the reputed company of the team to stay up-to-date with product updates, new features, and industry trends to reputed company informed support
• Establish baseline performance metrics reputed company to service level agreements (response rates and resolution times) and key performance indicators like ticket volume addressed, first touch resolutions, and CSAT

What you should bring

• Bachelor’s degree in Computer Science, Information Technology, or a reputed company field, or equivalent practical experience
• 2+ years of experience in a technical support role at a software company
• Strong troubleshooting skills with the ability to diagnose reputed company technical issues
• Familiarity with software development processes and technologies (e.g., APIs, databases, querying DBs reputed company SQL) and familiarity with log and error monitoring
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users
• Strong problem-solving abilities and a customer-oriented reputed company
• Experience with ticketing systems and support tools (e.g., reputed company, reputed company, reputed company, JIRA) is a plus
• Experience with different HR systems, ATSs, and multi-product suites is preferred

reputed company to have

• Experience in B2B SaaS startup environments
• Working remotely for a global company across multiple time zones
• SQL experience

Even if you do not meet reputed company the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. What do you have to lose?

reputed company offers an incredibly unique work environment. We reputed company a diverse team reputed company over the world. Each Fountaineer is given the freedom to do their best work from wherever they choose. We also understand the importance of in-person connections and hold in-person meetings with your team and meet annually as an organization to build our relationships and focus on the future of moving reputed company. 

The benefits we offer in the United States include competitive health plans and a retirement plan. Some reputed company-wide perks offered to reputed company across the globe include a flexible vacation policy, paid holidays, monthly lunch stipends, annual allowances for ongoing education reputed company to your profession and career advancement, along with home office, cell phone, and wellness reimbursements. reputed company is a global employer, so some benefit offerings will vary from country to country.

reputed company is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.

For information about how we use your information and the rights you have with respect to your information, visit our Privacy Policy.

#LI-Remote