Technical Support Specialist
About the role
We’re looking for a Tech Support Specialist to join our fully remote support team. We support our customers via email, tickets, phone, and screen sharing sessions – and we take pride in taking care of our customers. Although this position is remote, you must be located and authorized to work in the U.S.
The required hours of work for this position are 8am-5pm pacific, Monday through Friday.
Your day-to-day
- Providing Level 1 technical support
- Owning, investigating, and resolving technical issues
- Escalating severe situations and any product issues
- Following up with customers to ensure customer satisfaction
- Updating and creating help docs as needed, for both internal end external stakeholders
- Delivering an A+ customer experience all day, very day
What you'll need to succeed
- Bachelor’s degree or relevant experience
- Experience providing support to B2B SaaS customers
- Excellent written and verbal communication skills
- You're polite, friendly, and professional
- Ability to quickly learn technical skills
- Ability to understand customer concerns and problem solve
It would be great if you also have
- Experience with Hubspot
- Familiarity with email setup, configuration, and domain records
- Experience working with server logs and command line
- Experience working in a fast-paced startup environment
What you'll get from us
- A fully-remote work environment, no RTO here!
- Cigna or Kaiser Permanente healthcare coverage (location dependent)
- Dental and vision insurance through Guardian
- 401(k) retirement account
- Sick and vacation time totalling 28 days per year
- 8 paid annual holidays
- Stock option grants
- Company-provided Macbook
- $500 quarterly stipend for professional development
Salary data for this role
- Annual base salary is $58,656.00
- Bonus potential up to $8,000 annually