Hybrid Technical Support Specialist II

Posted 2 weeks ago

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About the role

  • Act as the first point of contact, responding to a high volume of support tickets via various communication channels that include email, phone and chat
  • Exceed customer expectations by providing timely responses and creating a positive experience
  • Get hands-on experience by owning support escalations & bugs - troubleshooting, gathering facts, and replicating issues before escalating to R&D
  • Prioritize urgent requests by responding to them in adherence to our SLAs
  • Assist customers with general support inquiries including, but not limited to, login, user management, messaging, and settings requests
  • Maintain meticulous records of your troubleshooting efforts in Salesforce gaining practical experience with these platforms
  • Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues
  • Aim to become a Subject Matter Expert across all our advanced premium features and API integrations
  • Take on special projects and additional duties as needed, providing variety in your role

Requirements

  • Excellent customer service skills coupled with a professional, calm, and positive attitude
  • 1-3 years of relevant experience
  • Strong written and verbal communication skills - able to communicate effectively with both technical and non-technical customers
  • Exceptional multitasking, organizational, and time management skills, with a keen attention to detail
  • Must be a great listener that is truth seeking by researching, analyzing, and identifying solutions that result in complete customer satisfaction
  • A proactive approach to problem-solving, backed by data and informed decisions
  • Familiarity with API and webhook integrations, or a keen interest to learn
  • Flexibility to work variable schedules as necessary
  • A team-oriented mindset, with the flexibility to work independently and participate in an on-call rotation or weekend shifts as needed

Benefits

  • Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
  • Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
  • Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance , grocery vouchers, and travel insurance
  • In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
  • Join a mission-driven team committed to making a real impact in the world of healthcare

Job title

Technical Support Specialist II

Job type

Experience level

Junior

Salary

Not specified

Degree requirement

Associate's Degree

Location requirements

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