Support Specialist

Responsibilities

• Handle inbound support inquiries via phone, email, and chat that range in complexity from “how-to” questions to involved debugging to track down operational anomalies.
• Triage a wide range of requests, prioritize support issues to handle the most critical issues first, and safely courier the information to the proper team.
• Maintain a speedy response time and a happy customer rating, taking pride in achieving a high service level and continually focusing on process improvement.
• Develop and foster customer relationships by providing functional and technical support for products.
• Work with your team to maintain and contribute to the knowledge base and ensure that relevant content can be easily surfaced.
• Ensure that a set of standard methodologies and processes is used to assess issues and provide adequate solutions effectively
• Work closely with sales, support, product, and marketing to communicate root causes for customer success or failure, and drive requirements for product enhancement and development
• Maintain and aspire to exceed team and company goals, including maintaining high levels of customer retention and customer satisfaction

What you will need

• Although not a strict requirement, candidates for this position usually have at least 2 years of support experience.
• Ability to troubleshoot software-specific problems and resourcefulness in obtaining information from users
• Ability to use strong problem-solving skills, quick thinking, and use of independent judgment when making decisions that have an impact on customers
• You are an excellent teammate with a consistent record of excelling in fast-growing environments and taking the initiative. 
• Ability to multitask and quickly assess and prioritize the most urgent issues.
• Ability to clearly and concisely articulate technical matters to all customers.
• Growth mindset, task risks, and champion new initiatives
• Strong organizational skills with an ability to manage time and resources effectively
• Excellent communication skills, both verbal and written

Preferred Qualifications

• Familiarity with Zendesk or equivalent.
• Experience in technical support at a Saas company.
• Experience supporting digital payments.

What we offer

• Flexible vacation
• 12 company-paid holidays
• 10 paid sick days
• No work on your birthday
• Health, dental, and vision Insurance (including a $0 option)
• 401(k) with matching, and no waiting period
• Equity
• Life insurance
• Generous parental paid leave
• Wellness reimbursement of $300/year
• Remote worker reimbursement of $300/year
• Professional development reimbursementCompetitive pay
• An award-winning culture