Job Description
About the Role
We’re seeking a skilled and customer-focused Technical Support Agent to join our dynamic support team. In this role, you will provide expert-level assistance on complex technical issues escalated from our Support agents or triaged directly with customers. You will assist customers with complex inquiries, and ensure a seamless experience for users of our software. You’ll play a critical part in helping our customers maximize their impact by delivering timely, effective, and empathetic support.
The ideal candidate has deep technical expertise, excellent problem-solving skills and has a strong customer-first mindset.
Key Responsibilities
Deliver exceptional technical support via email, chat, and other communication channels.
Diagnose and resolve complex technical issues involving software, hardware, or network configurations that could not be resolved by Level 1 or 2 support.
Use tools like Postman and APIs to troubleshoot and resolve integration issues.
Clearly explain technical concepts to non-technical users and provide advanced technical guidance and solutions to customers as needed.
Act as an escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders.
Collaborate with engineering teams to address and resolve product bugs or systemic issues.
Manage and track support tickets using CRMs and tools such as HubSpot, Zendesk, Jira, and Front.
Troubleshoot and analyze technical issues involving JSON, XML files, HTML, and CSS.
Document resolutions, technical tips, and workflows to improve team knowledge and reduce future escalations.
Conduct training sessions or mentoring for Level 1 and Level 2 support staff to enhance their technical expertise.
Leverage knowledge bases and online resources to resolve customer issues effectively.
Balance and prioritize multiple tasks and inquiries in a fast-paced environment.
Stay up to date on product knowledge and industry trends to deliver informed support.
Qualifications
Skills
Advanced diagnostic and analytical skills
Exceptional written and verbal communication
Ability to work independently and collaboratively
Strong organizational skills to manage multiple priorities and incidents effectively
Work Environment
This is a remote role. Occasional travel for company-wide or team-specific events is required.
Flexibility for on-call rotations or after-hours support may be required. (Primarily M - F 8am to 8pm ET, not on holidays)
Required:
5+ years of experience in a technical support or related fields, with at least 2 years of handling advanced technical escalations
Expertise in troubleshooting APIs and tools such as Postman, REST APIs, etc.
Strong understanding of software troubleshooting, integrations, and systems.
Experience with ticketing systems such as Zendesk, Jira, or HubSpot.
Excellent customer service and communication skills with a talent for explaining technical concepts to non-technical users.
Strong analytical and problem-solving skills with attention to detail and follow-through.
Proven ability to manage time effectively and prioritize in a dynamic environment.
Service-oriented mindset with empathy for customers in all circumstances.
Preferred:
Previous experience in SaaS or software customer support.
Proficiency in scripting or coding (HTML, CSS, JSON, and XML).
Strong understanding of incident management frameworks
Bachelor’s degree in Computer Science, Information Technology or related field; equivalent work experience considered.
Why Join Us?
Competitive salary and benefits.
Opportunities for professional growth and development.
Collaborative and supportive team environment.
The chance to make a real difference by supporting those who help others.
Compensation: $70,000 - 80,000 Salary + Bonus + Benefits
Demo of Casebook: https://play.goconsensus.com/ac9bc58df
Additional Information
In addition to salary, this position includes a full benefits package including employer funded health insurance for employees, as well as their spouse/ domestic partner and children, 401k, and three weeks vacation time.