We are looking for a Technical Support Specialist to join our client's team and provide technical support to our client's customers. The ideal candidate will have a strong background in HTML, JavaScript, CSS and SQL and be able to troubleshoot technical issues related to web development.
Our client has a sales experience platform that allows B2B teams to create amazing product demos. Users can personalize the sales process to provide a customer-centric experience while improving the sales team's ability to close deals by customizing everything, increasing consistency, collecting valuable insights, and saving time and resources.
Responsibilities:
- Troubleshoot issues related to HTML, JavaScript, CSS and SQL.
- Work with developers to resolve complex technical issues.
- Create and improve internal tools and processes to optimize the efficiency of the support team
- Document and track customer interactions and technical issues in our client's CRM system.
- Handle and resolve complex customer support tickets, providing second-tier troubleshooting and escalation support.
- Collaborate with engineering, product, and customer success teams to ensure issues are resolved quickly and efficiently.
- Identify and escalate issues that require additional resources or attention.
- Provide feedback to our development team to help improve our client's products.
- Respond to customer inquiries and provide technical support via email, chat (Zoom) and Zendesk
Requirements
- Strong knowledge of HTML, JavaScript, CSS and SQL.
- Excellent troubleshooting skills.
- Prior experience in a SaaS environment.
- Strong knowledge of API structure and basic API creation skills.
- Proficiency in support and analytics tools like Zendesk, Intercom, Mixpanel, Salesforce, HubSpot, or FullStory.
- Strong attention to detail and ability to multitask.
- Prior experience in technical support or customer service is a plus.
- Ability to multitask and manage multiple customer inquiries simultaneously.
- Degree in Computer Science or a related field is preferred, but not required.
- Experience with commercial exposure will be a plus.
- Excellent interpersonal skills will take you far in the process.
* This position is hybrid
