Technical Support Specialist

As a member of our Client Advocacy team, you are responsible for providing high-quality technical and best-in-class support for the Absorb platform clients. You will address client needs across the world by phone, chats, and desktop sharing, using a support ticket tracking system. The fundamental goal of this position is to help our clients achieve success using our Absorb platform.

Responsibilities

Resolving the issues through phone, chat, and email communication channels in a fast paced environment; Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution; Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns; Manage customer expectations regarding estimated response times for issue resolution; Extensively research and document customer technical issues; Act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed

Requirements

1+ years' experience in a technical support position (ideally in a SaaS environment) OR in client facing roles (customer service, food and beverage, airlines, etc); Basic understanding of core web components; Exceptional attention to detail; Proven time-management capabilities; Excellent communication (both written and verbal) and active listening skills; Ability to grasp technical concepts and explain them in simple terms; Successful candidates must be subject to pre-employment background screening, including a criminal record check; Must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship

Nice to have

Previous LMS/E-Learning experience; Technical documentation experience; Zendesk, MSSQL, Jira, Confluence experience; Previous experience working with remote teams; Fluency in other languages

Benefits

Fully remote-first work with flexible work arrangements; Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location; New Hire Equipment Allowance and monthly Flex Allowance; Endless opportunity for career growth and internal mobility; Employee driven DE&I programs