Technical Support Specialist

Responsibilities

• Troubleshoot and diagnose complex technical issues using a combination of internal tools and external resources.
• Effectively engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a top-notch support experience.
• Serve as the next level of escalation on the support team and handle escalated customer tickets professionally and compassionately.
• Triage and escalate bug and problem tickets to product and engineering and serve as a liaison to proactively communicate status updates to customers and internal stakeholders.
• Proactively communicate escalations and outages and their business impact to the leadership team.
• Collaborate with cross-functional teams in product, engineering and customer success on high-priority tickets and product improvements.
• Cultivate a deep knowledge of Conversica's software and collaborate with Tier 1 advisors by sharing knowledge and ticket resolutions.
• Recognize ticket trends, proactively communicate them to the team, and propose solutions.
• Document support ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
• Write and contribute content to Conversica's knowledge base, including troubleshooting guides, FAQs, and knowledge articles.
• Assist customers with questions, basic navigation, and troubleshooting issues related to the product. Most problems require active listening and the ability to ask probing questions to understand the customer’s needs.
• Apply account optimizations and customizations submitted internally by the Customer Success team.

Qualifications

• 3+ years experience in a SaaS technical support role required.
• Proven technical aptitude with the ability to quickly troubleshoot and diagnose technical issues.
• Knowledgeable about sales and marketing tech stacks, including marketing automation platforms, CRMs, and system integrations.
• Strong understanding of logic functions and ability to create formulas. 
• Basic to intermediate knowledge of SQL and ability to write and use SQL statements.
• Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow.
• Able to thrive in a dynamic, fast-paced environment with a bias toward action.
• Excellent written and verbal communicator who is passionate about providing a next-level service experience.
• Passionate about technology and able to learn systems quickly.
• Proven problem-solving, critical thinking, and time-management skills.
• Self-motivated and able to work independently and in working groups.
• High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.
• Ability to work remotely between the hours of 7:00 am and 5:00 pm Pacific Time, Monday - Friday.
• Preferred location on West coast, Pacific Time Zone.