Technical Support Specialist

Our ideal candidate is someone who is autonomous, with the ability to troubleshoot and communicate effectively in writing. You enjoy helping others and have a strong sense of urgency. Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance. Champion all aspects of the user’s experience, with a focus on clarity and speed. Work to clarify and triage customer requests as quickly as possible. Maintain a positive customer sentiment throughout the support process and escalate appropriately. Consistently follow up with the internal teams on open issues. Consistently and confidently triage and escalate requests to other internal teams in a timely manner. Independently own the support process and decision matrix, completing retros and updating as necessary.