Technical Support Agent diagnosing and troubleshooting end user system access and device issues in a call center environment. Working with customers to resolve technical issues and ensuring customer satisfaction.
About the role
- Technical Support Engineer solving technical inquiries in a hybrid setting at Rootly. Managing customer requests and providing exceptional support for B2B clients.
Responsibilities
- Managing incoming requests and inquiries from customers which includes analyzing, prioritizing, and troubleshooting technical inquiries.
- Taking ownership of customer issues reported, see problems through to resolution.
- Providing prompt and accurate feedback to customers.
- Escalate complex technical issues to the appropriate teams while ensuring clear and timely communication with clients.
- Provide exceptional technical support to our B2B clients via various channels, including email, phone, chat, and remote desktop assistance.
- Gather and provide feedback to the product development team based on client insights and recurring technical issues.
- Stay up-to-date with product updates and industry trends to enhance your technical expertise and contribute to improving our support processes.
- Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist clients and the internal team.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 3+ years' experience in a technical support or customer support role, preferably in a B2B SaaS environment working with a technical product.
- Strong problem-solving skills and the ability to think analytically.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to technical and non-technical users.
- Familiarity with SaaS and cloud-based technologies including integrations, web-hooks, configuration and troubleshooting.
- Knowledge of ticketing systems and customer relationship management (CRM) tools.
- Self-motivated, adaptable, and a strong team player.
- Technical knowledge in Terraform, APIs, and liquid markup syntax.
Benefits
- Competitive compensation and early equity in a fast-growing, venture-backed company.
- Comprehensive medical, dental, and vision coverage.
- 3 weeks of vacation, plus unlimited sick and mental health days, and a company-wide end-of-year shutdown to recharge.
- $500 stipend for home office setup.
- Learning and development budget at your discretion to support your growth.
- A fast-moving, high-impact environment where your leadership and ideas directly shape the future of the company.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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