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Technical Support Specialist
Posted on 3/22/2022
INACTIVE
Locations
San Francisco, CA, USA • Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
HTML/CSS
Linux/Unix
Management
Sales
Zendesk
Requirements
  • Excellent written communication, work ethic and attention to details skills
  • Experience handling customer issues through a ticketing solution (such as Zendesk)
  • Hands-on experience in a technical customer support capacity, supporting customers using an Enterprise Software or SaaS Solution
  • Prior experience taking calls directly from customers in a technical support capacity
  • Be willing to work specific hours to provide SLA time-based coverage to our customers (core hours of responsibility: 9am-6pm PT)
  • The ability to write about technical subjects clearly
  • The enthusiasm and perseverance to handle customer support and billing requests over the phone
  • Bonus: any technical experience with coding, linux, desktop support or HTML
Responsibilities
  • Taking all first line calls from customers and identifying initial issues
  • Successfully resolving customer emails and phone requests through the use of varied ticketing, content and task management tools
  • Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4
  • Improving our documentation and support PagerDuty.com by adding to our processes and documentation with your own suggestions and efficiencies
  • Running some billing and sales related requests
  • Leading tickets from high priority customers on an on-call basis
PagerDuty

501-1,000 employees

Operations performance platform
Company Overview
PagerDuty's mission is to revolutionize operations and build customer trust by anticipating the unexpected in an unpredictable world.
Benefits
  • Health, AD&D, Disability, Vision, Life, and Dental Insurance
  • Paternity and Maternity Leave
  • Employee Assistance Program
  • PTO (Vacation / Personal Days)
  • Sick Time
  • Remote Work
  • Adoption Assistance
  • 401(k)
  • Employee Stock Purchase Program
  • Flexible Spending Account
  • Student Loan Repayment Plan
Company Values
  • Champion the Customer: User first. Make it easy. Build great products.
  • Take the Lead: Disrupt more. Improve everywhere. Learn forever.
  • Run Together: Create belonging. Deepen bonds. Team up.
  • Ack + Own: See opportunities. Make it yours. Do right.
  • Bring Your Self: Earn trust. Be present. Have heart.