T2 Tech Support Specialist

Job Overview:

The T2 Technical Support Specialist is an essential member of the Support team that provides assistance to customers and teammates alike by providing solutions and will also provide additional technical help to team members in the absence of the Technical Team Lead. The role reports to a Technical Team Lead.

Key Deliverables:

Deliver friendly and prompt resolutions to customer inquiries via live chat, phone support, email, video calls, recordings, and help desk software.
Analyze and diagnose challenging problems with the platform.
Collaborate with T3 support specialists or cross-functional teams for advanced issue resolution.
Contribute to the development and maintenance of internal resources and customer-facing materials.
Provide guidance and training to T1 support specialists as appropriate.

Qualifications:

2+ years of SaaS troubleshooting experience in a fast-paced Technical Support capacity.
Ability to rapidly learn and achieve mastery of web-based software.
Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments.
Strong analytical and investigative ability with a desire to go beyond a surface-level understanding of issues brought to your attention.
Fast typing speed and accuracy
Proficiency in Mac & Windows operating systems
An understanding of how to connect and troubleshoot custom domains.

Nice to haves:

A Bachelorʼs Degree in MIS, Computer Science, or related field or equivalent experience.
Previous experience mentoring/training staff
Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/JavaScript/Liquid/SEO/RSS) and the desire to continue advancing this knowledge.
Previous experience with CRM software and managing contact lists.
An advanced understanding of DNS, CNAME, and SSL.
An advanced understanding of email deliverability and factors that impact it.
Previous experience with customer support platforms like Zendesk or other support portal tools.
Knowledge of API & Integrations