Technical Support Specialist
Skills
- Excellent verbal and written communication
- Strong troubleshooting and diagnostic skills
- Experience with remote support tools and processes
- Familiarity with CRM platforms, preferably Intercom and Salesforce
- Ability to manage multiple cases and priorities in a fast-paced environment
- Customer-first mindset and ability to explain technical concepts clearly
- Willingness to work flexible shifts including occasional weekends
Responsibilities
- Provide technical assistance via email, chat, and remote access tools
- Record and maintain accurate customer records in Intercom and Salesforce
- Identify, diagnose, and resolve platform and related technical issues
- Collaborate with Tier 1 support to resolve escalated cases
- Escalate complex issues to Tier 3 or other internal teams when needed
- Provide timely updates to customers on issue status and resolutions
- Meet individual and team KPIs such as SLAs, resolution time, FCR, and CSAT
- Continuously improve product knowledge and technical skills
- Participate in knowledge sharing, training sessions, and provide feedback to leadership
- Occasional weekend or out-of-hours support to cover global customers
Education
- High school diploma or equivalent required
- Bachelor's degree or related technical certifications preferred
Benefits
- Competitive salary plus stock options
- 100% Medical, Dental & Vision coverage
- 401(k) plan
- Paid parental leave
- 25 days annual leave plus public holidays and paid sick leave
- Fun culture with regular socials
- Generous referral scheme
- Company-provided laptop and monitor
Average salary estimate
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