Technical Support Analyst
Product
Confirmed live in the last 24 hours
ContactMonkey

51-200 employees

Internal communications software for email tracking and engagement
Company Overview
ContactMonkey stands out as a leading internal communications company, offering a robust software that integrates with existing tech stacks like Gmail, Outlook, and HRIS, making it a seamless addition to daily operations. The company's platform enhances employee engagement by allowing businesses to design on-brand, engaging emails and deliver them through preferred channels, while also providing valuable insights through surveys, read time, and analytics. Trusted by over 1,200 internal communications teams, including giants like Amazon, Expedia, and Oracle, ContactMonkey ensures secure, efficient, and measurable internal communication.

Company Stage

Series A

Total Funding

$55.8M

Founded

2010

Headquarters

Toronto, Canada

Growth & Insights
Headcount

6 month growth

38%

1 year growth

96%

2 year growth

138%
Locations
Toronto, ON, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Zendesk
HTML/CSS
CategoriesNew
Customer Success & Support
Customer Support
IT & Security
IT Support
Requirements
  • 3+ years experience in customer technical support, preferably in business end-user troubleshooting and within the software industry
  • 3+ years of troubleshooting email systems (Outlook on Desktops, Outlook Web Application, and Gmail)
  • 3+ years of experience working in a small (less than 100 person) to medium-sized (less than 500 person) organizations
  • 3+ years working with help desk systems, documentation for technical conversations, and managing support cases
  • 2+ years with HTML and/or JSON analysis
  • 2+ years of writing technical documentation guides for end users and internal processes
  • Experience with Zendesk ticketing operations/administration
  • Experience with troubleshooting software issues and discovering root causes
  • Prior experience with Exchange, API and Webhook troubleshooting
  • Strong familiarity with Slack, Teams, Zoom, and online communications
  • Ability to utilize GetGuru, or other documentation tools
Responsibilities
  • Be a part of our ticketing response team through our helpdesk and live chat to ensure that customer needs are understood and addressed
  • Recording conversations in written form and summarizing the main reason for a customer’s call
  • Conducting investigations and diving into first-time problems that customers have encountered, determining if an issue requires coding changes
  • Identifying gaps in our processes and be a thought leader in solutions to resolve issues through documentation and internal process improvements
  • Training and working with our front-line workers to help develop their technical skills
  • Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters