Technical Support Specialist II

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

We’re seeking a Technical Support Specialist to deliver world‑class SaaS support via phone, chat, and email, you’ll own client issues end‑to‑end, diagnose complex problems independently, manage escalations, and collaborate across teams to drive resolution and customer success.

• Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
• Act as a client liaison and become an advocate for the resolution of client issues.
• Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
• Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
• Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
• Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
• Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Advocate for product, policy and process improvements that improve the customer experience.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
• Write or revise user training documents and procedure.

• Minimum of 2 years in a customer service / technical support role, especially in SaaS or IT environments.
• At least 2 years of call center experience handling inbound/outbound calls in high-volume settings.
• Strong verbal and written communication skills, with active listening and empathy.
• Bachelor’s degree or equivalent preferred.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.