Technical Support Advocate

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Responsibilities

  • With a focus on technical cases, you'll train, guide, and inspire users via email, social media, and chat.
  • You'll troubleshoot and report issues in the platform to the engineering team, help stakeholders prioritize them, and craft alternative solutions or workarounds.
  • A true team player, you'll constantly provide feedback to the product teams about feature requests, pain points, etc.
  • You'll develop and maintain long-term relationships with users.
  • You'll follow best practices in data collection, tagging, and tracking.
  • Help out with other duties, such as creating Help Center articles and tips.

Requirements

  • You have experience working remotely.
  • You are a resident in USA or Canada.
  • You have experience working in customer-facing roles within the SaaS industry.
  • You have strong communication skills in English, both verbal and written. Any other languages are a plus.
  • You can diagnose and solve problems of varying complexity, with a customer-focused mindset.
  • You're able to prioritize, multi-task, and perform effectively under pressure.
  • You have an engineering or web development background.
  • You're familiar with the management side of social media, such as Twitter and Facebook.
  • You have experience working with the following: customer support or CRM platforms (like Zendesk or Freshdesk), agile methodologies & tools (like JIRA or Confluence), and API's.
  • Experience with Respond by Buffer or similar and Google Analytics is a plus.

Compensation

  • Apply, and let's talk about your salary and benefits!

Job description

Are you helpful by nature and always looking for the next problem to solve? Are you a great communicator comfortable talking tech? Do details matter to you? Are you self-motivated, driven, and ambitious? If so, it’s time we talked.
We’re growing fast and looking for a passionate and self-motivated technical support advocate to work remotely from USA or Canada. You’ll be joining our technical support team to be a true geek hero for our users and all your colleagues on the customer success team.

The company