Technical Customer Support Specialist
Boston, MA (Fully Remote), Full Time
ThirdChannel is building the flexible workforce of tomorrow by empowering retail brands to hire and strategically deploy their best advocates into the marketplace. Our technology-first approach to deploying these precious human resources fosters meaningful customer interactions resulting in higher sales and brand prominence in the marketplace.
We are seeking a curious and compassionate Technical Customer Support Specialist to join our team. As a key member of the support team, your primary goal is to ensure our brand reps, customers, and internal staff receive top-notch technical support and guidance while using our proprietary web and native mobile applications. We have established support systems so you can onboard into an organized team and grow from there. In the expected support lulls, you will have room to improve our Zendesk based support system by leveraging your technical expertise and exceptional communication abilities.
RESPONSIBILITIES
Respond to customer inquiries and technical support requests via Zendesk.
Must be able to manage multiple requests simultaneously with a high standard of accuracy and customer satisfaction.
Requests can range from requiring a simple process clarification to reviewing logs in DataDog and providing a starting point for engineering.
Collaborate with our Product, Engineering, Customer Success, and Sales teams to provide effective and comprehensive solutions to our users. Where relevant; provide status updates for longer-term fixes.
Document and track user interactions, issues, and resolutions so that either permanent solutions can be developed or users can be educated on best practices.
Explore system issues spanning multiple messaging platforms (Salesforce, Gladly, etc)
Assist in creating and updating support documentation for internal and external use.
Assist with system configurations for onboarding clients
Participate in triage calls to prioritize our tickets for any given week
Become a product expert for the mobile and web platforms.
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SKILLS & REQUIREMENTS
1-5 years of experience ideally at a company with a software development or retail focus
We understand that this is an early career opportunity and expect candidates will have aspirations of taking skills learned in this role and moving into our customer success, software development, or product team in the future.
Plus if you possess experience in a previous role as a technical support specialist, quality assurance, software developer or many similar roles focused on customer satisfaction.
We value concise and clear communication skills with the desire to learn above all else. We often have to convey complex technical concepts to both non-technical and technical stakeholders
Strong troubleshooting skills with the ability to analyze and provide solutions
Comfortable adapting to changing priorities and managing multiple projects simultaneously in a fast-paced environment.
Ability to work independently while providing timely deliverables
Meet with the product team monthly to suggest product improvements that could lower the number of support requests
Proficiency in using a customer support platform (We use Zendesk at the moment)
Familiarity with monitoring tools (We use DataDog and MixPanel currently)
Basic SQL and JSON knowledge or the desire to learn
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REPORTING STRUCTURE
Directly reports to the Support Team Lead
Part of the Product and Engineering Team
Collaborative role so you will connect with most people in our organization at some point
BENEFITS