Senior Technical Support Advocate

A LITTLE BIT ABOUT the company

• the company is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.

• We are a global team, united by our desire to connect diverse people with common values for the company impact.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY

• We do our best work by being CURIOUS

• We grow by remaining DYNAMIC

• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE

• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The Senior Technical Support Advocate’s work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Senior Technical Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction, particularly in ambiguous or highly technical situations.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping the company grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• Provide technical support to customers via phone, email and chat, with a primary focus on email-based support.

• Respond to customer inquiries and alerts in a timely and professional manners in accordance with the agreed SLAs

• Diagnose, address and resolve technical issues efficiently and accurately

• Escalate complex issues to higher-level support

• Keep up to date with with ever-changing technologies including adapting quickly to process changes

• Participate in training sessions to enhance technical skills and knowledge

• Knowledge-sharing sessions with the team and assist in training new team members

• Gain a deep understanding of the client’s products and services

• Respond promptly to customer service inquiries or questions to ensure satisfaction.

• Collaborate with and support team members when assistance is needed.

• Take on additional tasks or responsibilities when required to meet team objectives.

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details

• Passionate about client satisfaction

• Available to work US business hours, with flexibility based on operational needs.

YOU HAVE…

• 3+ years of technical support experience: Primarily supporting customers via email and chat.

• Has general knowledge of how web-based and mobile apps work.

• Has proven experience working with technical, internet-based trades, skills, and tools i.e. working with Chrome DevTools, REST APIs, and other web development tools

• Has general knowledge and experience of SaaS Products - Software as a Service

• Passionate in creating exceptional customer experiences and can use challenging situations as an opportunity to exceed customer expectations.

• Ability to thrive in a dynamic and evolving environment

• Metrics-driven and proven ability to handle a high volume of customer interactions.

• Strong conflict resolution skills and even temperament in challenging situations.

• Ability to properly understand and convey tone via written communications, translating complex technical solutions clearly for users of varying technical backgrounds

• Creative problem-solving skills.

• Impeccable judgment - the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations Loads of empathy - you genuinely care!

• Proactive attitude and ability to work with limited supervision.

• Proficient in English written and spoken.

Plus Requirements

• Support the team by executing initiatives and collaborating on projects

• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows

• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.

• Passion for Customer Experience

• A proven ability to work remotely as part of a team but also with little direction is highly desired

• Has general knowledge and experience of SQL and databases

• Has Working knowledge of Datadog or other log-monitoring software