Technical Support Engineer focusing on incident management and IT systems configurations. Ensuring efficiency and security while supporting hardware and software in a hybrid environment.
About the role
- Technical Support Advocate providing hands-on troubleshooting and support for clients. Focusing on customer satisfaction through technical guidance and issue resolution.
Responsibilities
- Respond to customer inquiries via chat and email support channels using the Intercom platform.
- Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality.
- Guide users through our features, including AI content generation, template customization, publishing, and collaboration tools.
- Provide accurate, timely solutions with a professional and empathetic tone.
- Log customer interactions, track recurring issues, and contribute to knowledge base improvements.
- Escalate complex technical issues to tier 2 support or development teams
- Educate users on platform capabilities and best practices for creating presentations and websites
- Maintain high standards of response time, accuracy, and customer satisfaction.
Requirements
- 2 years of SaaS customer or technical support experience, preferably in technology or saas environments
- Familiarity with help desk or ticketing systems (Intercom experience a plus).
- Familiarity with website-building tools, content management systems, or presentation software
- Strong technical aptitude for troubleshooting digital platforms and web-based apps.
- Excellent written communication skills with the ability to explain technical concepts clearly.
- Comfortable navigating multiple software applications simultaneously.
- Strong collaboration and verbal communication skills for internal teamwork.
- Patience, empathy, and active listening skills to understand customer needs
- Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace.
- Strong organizational and time management skills with the ability to juggle multiple projects.
- Proficiency for data analysis and process/operations improvement.
- Detail-oriented with a proactive approach to problem-solving.
- Ability to work collaboratively within a team and adapt to changing project requirements.
- NICE TO HAVE…
- Experience supporting creative professionals, small businesses, or startups.
- Knowledge of presentation software ( PowerPoint, Google Slides, Canva).
- Familiarity with AI-powered tools or generative platforms.
Benefits
- Private Health Insurance
- Paid Time Off
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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