Role Overview
We’re seeking an outstanding support specialist to join our customer support team. This role is unique because it sits at the intersection of customer success, engineering, and product. As a Technical Support Specialist, you’ll assist customers in implementing advanced experiences, address technical queries, and collaborate with our CX (Customer Experience) and Engineering/Product teams to enhance our product. Here’s what you’ll be doing over the next 18 months:
Responsibilities
- Troubleshooting and Issue Resolution:
- Work closely with product and engineering teams to troubleshoot and resolve technical issues reported by customers.
- Advanced Experience Implementation:
- Help customers implement and troubleshoot technically complex features. Your knowledge of CSS, HTML, and JavaScript will be your superpower!
- Creating Informative Help Documentation:
- Collaborate with Customer Growth Strategists to identify common customer questions.
- Write engaging help documents that scale our support efforts.
Qualifications
To excel in this role, you should have:
- Experience: 2-3 years working with customers in website technical support or a technical web analytics role.
- Interest in B2B Marketing: Familiarity with B2B marketing, optimization, and personalization.
- Collaboration Skills: You’re a great collaborator and communicator, making you a joy to work with.
- Technical Knowledge: Intermediate understanding of HTML, CSS, and JavaScript.
- Project Management Skills: Next-level prioritization and organization abilities.
- Adaptability: Thriving in dynamic, fast-paced environments and embracing ambiguity.
- Startup Experience (a plus): Having worked in a high-growth startup (series A-D).
- High Performance Standards: Holding yourself and the team to exceptionally high standards
- Effective Communication: Bridging the gap between technical and non-technical team members.
- Strong Communication and Technical Skills:
- You’ll act as a bridge between tech-savvy individuals and those less familiar with technical concepts.
- Your written and verbal communication will be essential when interacting with engineers, marketers, and others.
- System Enthusiast:
- As the second member of the Support team, you’ll help build and improve systems.
- Don’t shy away from tackling ambiguous situations and bringing order to chaos.
- Cross-Functional Collaboration:
- Understand and empathize with colleagues from different departments.
- Assist CX partners in enhancing their technical skills.
- Collaborate effectively with engineering and product teams by troubleshooting issues and learning from each support ticket.
Salary
For US-based employees, the estimated salary range for this role is $95,000-$105,000.
Feel free to ask if you need further clarification or have any other questions! 😊
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