Technical Support Specialist

Published date Posted on Indeed on Jun 15, 2022 (14 d ago)

We’re searching for an energetic, tech-savvy Support Specialist who can provide Tier 1+ 2 technical support to our customers, allowing them to realize the maximum value of Crowdvocate, assuring our platform is up and running as expected.

You’ll have a unique opportunity to create the role from scratch while working closely with our global Customer Success team. You'll join a friendly, talented team and will play a key role in helping us attain and maintain one of our core values: Customer Obsession.

The ideal candidate is techy, organized, passionate about customer relationships & success, and focused on enhancing the customer's experience.


Requirements:
  • Former customer-facing support/ development/QA experience, ideally in a B2B/SaaS environment
  • Experience in navigating complex support scenarios.
  • Customer-oriented and exceptional interpersonal skills
  • Excellent analytical and problem-solving skills
  • Self-starter, experience within a start-up environment
  • Experience working cross-functionally with product and engineering to escalate issues and thoroughly document expected behavior, current behavior and steps to replicate

What skills would be an advantage?

  • Experience with customer marketing, advocacy, or B2B marketing platforms is a major plus!
  • Knowledge and experience with data extraction from various database frameworks such as MySQL/ElasticSearch/MongoDB.
  • Experience working with Salesforce, ideally as an admin with experience installing and configuring packages, troubleshooting, inspecting logs, etc. Knowledge in scripting languages such as JavaScript/node.js/php with an ability to develop and execute scripts to support customers’ needs.
  • Knowledge in HTML/JavaScript with proven coding and debugging abilities.
  • Experience with Coralogix

Responsibilities:
  • Working to resolve all escalated incoming client issues by phone, email, or chat within defined SLAs
  • Filtering support tickets, prioritizing and escalating the most impactful, complex issues, and managing them directly with the engineering team
  • Documenting issue statuses and providing updates to management
  • Supporting the Customer Success Managers on technical implementation and troubleshooting calls/emails
  • Developing, documenting, and maintaining standard operating procedures, best practices, and customer service guidelines with the global Support department
  • Enabling the global Support department and being a focal point for knowledge transfer within the department


What you will learn:

  • First 30 days: Attain proficiency in Crowdvocate’s product, architecture, tech stack, and customers. Start handling customer tickets and join onboarding tech sessions
  • First 60 days: Build support processes, define and track Support KPIs, implement updates to ticketing system as needed
  • First 90 Days: Help onboard more team members and implement follow-the-sun procedures

Our Culture:

Cultural fit is key to your success within Crowdvocate! The team is filled with social, friendly people who are all committed to the same goal – excellent, innovative digital work and client satisfaction. It is a flat structure and the team collaborates, including the founders, who take a hands-on approach in the business.

Crowdvocate is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

If you are interested in taking your career to the next level and working in a dynamic global SaaS startup, please apply now.


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