Energized by solving problems and providing outstanding support? Always looking for a “better way” to do things? Ready to jumpstart your career? There’s never been a better time to join Smartsheet as a Technical Support Specialist to do all of this… and more!

As a Technical Support Specialist, you will report to one of our Support Team Leaders and collaborate with team members across the globe. Your critical responsibilities will include delivering exceptional support to internal and external customers, maintaining high service standards, and contributing to team projects and process improvement.

You Will:

• Resolve customer issues via channel (chat, community, web, and phone)
• Become Smartsheet Product Certified and start handling customer cases over email, phone, and chat in your first month. Ramping quickly on our team’s processes is a necessity in this role
• Aim to exceed performance goals in areas like customer satisfaction, quality assurance, and attendance. Leaders will partner with you to coach you to our goals, but we need you to bring problem-solving skills.
• Widen your scope after a few months by becoming an expert in a product area, delivering 1:1 live training to customers, or contributing to a team project within your first 9 months.
• Identify and escalate when issues are out of scope
• Recognize trends and service impacting events and escalate properly
• Identify and document new support issues or product bugs
• Utilize defined processes, policies, and technical troubleshooting workflows 
• Professional maturity to ask questions and make recommendations when appropriate
• Perform other duties as assigned

You Have:

• Familiarity with data management, rules and automation, formulas, visualizations, project management, and user administration 
• Experience in the SaaS environment
• Ability to follow documented procedures and instructions
• Strong sense of commitment to resolving customer issues on the first contact
• Must be a self-starter with proven ability to work proactively and independently
• Detailed oriented with good documentation skills
• Commitment to excellence: willing to accept constructive feedback, and drive toward continuous improvement     
• Strong writing skills and excellent phone etiquette – critical to success in this role 
• Prior experience in a customer-facing service or support role is a plus
• Flexibility on shift is required as it may be outside of regular business hours    

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• 15 days PTO, plus incidental sick leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year

Smartsheet provides a reasonable range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer. 
California & New York: $20.77 to $31.15 
All other US States: $19.23 to $28.85

About Smartsheet

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!