We are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone and video conference. Youre a great match if youre a quick learner and possess fantastic technical trouble-shooting skills. You are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it quickly but also can teach it.
Required:
- At least 4+ years of technical support experience in similar environment
- Fluent in Spanish and English (written and spoken)
- Customer service skills - the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious
- Written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
- Troubleshooting skills - identifying and replicating customer issues, educating customers on workarounds while understanding their business needs and impacts, and determining if reported issues are bugs by checking for known issues and assessing their impact
- Organizational skills - Prioritizing and multitasking is part of your daily routine
- Ability to empower end-users to support themselves using our knowledge base
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
- Experience in collaborating with other departments such as Product, Engineering and Sales
- A drive for learning (self development), mastering and teaching
- A keen eye for process improvement opportunities and an ability to deliver on the changes needed
- Fluent written and spoken in English
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Experience/Skills Desired:
- Experience with various mobile platforms; iOS, Android
- Experience with HTML, JavaScript or CSS
- Confident with RESTful API
- Experience with SDK
- Experience with analytics tools (troubleshooting or analyzing data)
- Basic understanding of AI tools and chat bots
- Basic understanding of UNIX commands (for search, and other command line features)
- Solid understanding of Single Sign On methods (SAML, JWT and 3rd party providers)
- Solid understanding of how SaaS integrations work
- Experience troubleshooting in a SaaS environment with a fast paced deploy schedule
- Experience using logging tools such as Datadog or Kibana
- Proficient using own or team testing suites/accounts to troubleshoot
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