As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We- re looking for someone who is highly-motivated and detail-oriented. You- re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you- re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop.

- You will be the face of the Company, handling inbound interactions through (chat, email, phone and remote session)

- Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.

- Reproduce customer issues and log tickets to be solved by the engineering team.

- Guide users on product features and train them to use it effectively.

- Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails and video tutorials)

- Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation.

- Rigorously measure support SLA & metrics and improve it continuously.

- Maintain regular communications with customers about new feature developments and enhancements to the product.

- Consistently gain product knowledge and work towards improvements in internal processes by identifying the existing bottlenecks.

Required Skills :

- You should be able to configure SMS API's for national and international clients.

- Learn how to access and use all internal tools, including Google Apps, Zoho Desk, JIRA, Sales-IQ, CRM and reverse-shadow in each tool.

- Shadow other Customer Support Representatives (CSRs) handling inbound interactions, gaining an understanding of common customer inquiries as well as our processes for resolution; demonstrate understanding by completing simple tickets with a CSR shadowing you

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