Role:
The Technical Support Specialist is responsible for taking ownership of delivering a high level of technical support to our growing customer base. This role works cross-functionally to ensure customer issues are quickly resolved, issues are escalated effectively, and feedback is channeled back to internal stakeholders. Our successful candidate enjoys solving complex problems, is a highly curious thinker, and strives to provide a high standard of customer satisfaction with every interaction.
Responsibilities:
- Effectively resolve customer inquiries in a considerate, accurate, and timely manner
- Triage, respond to and de-escalate inbound client support requests in a timely manner while maintaining a high standard of professionalism and client satisfaction
- Troubleshoot all aspects of Socialive’s platform & technology
- Work cross-functionally with Customer Success, Product, and Engineering teams to manage technical issues and escalations
- Maintain detailed support documentation for both internal and external use to strategically identify understand customer trends
- Contribute to the development of best practices, team processes, and peer training
- Be an advocate for our customers and the solutions that will best enable them on Socialive software
- Own tracking of inbound tickets and reporting to senior management
Qualifications:
- 2+ years of SAAS customer support experience, ideally working with marketing teams at large enterprise organizations
- Experience troubleshooting AV hardware & set-ups and network issues
- Demonstrated ability to to evaluate, troubleshoot, and triage customer issues as well as replicate and document for further escalation
- Experience creating and managing FAQ’s and documentation
- Personable, team-oriented player with great communication skills