Hybrid Technical Support Specialist II

at Smarsh

• Job title: Technical Support Specialist II
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $26 - $33 per hour
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Portland, United States

About the role

• Technical Support Specialist providing SaaS support for Smarsh clients through phone, chat, and email. Owning client issues end-to-end and diagnosing complex problems independently in a collaborative environment.

Responsibilities

• Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
• Act as a client liaison and become an advocate for the resolution of client issues.
• Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
• Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
• Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
• Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
• Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Advocate for product, policy and process improvements that improve the customer experience.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
• Write or revise user training documents and procedure.

Requirements

• Minimum of 2 years in a customer service / technical support role, especially in SaaS or IT environments.
• At least 2 years of call center experience handling inbound/outbound calls in high-volume settings.
• Strong verbal and written communication skills, with active listening and empathy.
• Bachelor’s degree or equivalent preferred.