Senior Technical Support Specialist, Poll Everywhere

• If you're passionate about providing excellent support, we want to hear from you!
• 2-3 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, inbound customer calls, technical issue resolution, and support best practices
• You have a working knowledge of Windows and macOS platforms to resolve complex issues. You're proficient in installing and troubleshooting software on these platforms
• You have experience communicating and problem-solving with other departments such as engineering, QA, design, sales, customer success, and marketing
• You take initiative and are energized even when a clear path isn't laid out for you
• You have a collaborative mindset and view feedback as a 2-way street. You're open to communicating needs that will set you up for success with your team and manager
• Experience working in a remote environment with a distributed team spread across several time zones

Desirable

• Poll Everywhere is on the lookout for a Senior Technical Support Specialist to join the Customer Support team
• We are searching for a teammate who approaches technical problems with natural curiosity, possesses strong technical acumen, and embraces a growth mindset
• This role is great for those who thrive on troubleshooting complex technical issues and can explain technical terms in a way that resonates with customers
• Your main responsibility will involve assisting customers from F1000 companies and R1 Universities via email and inbound phone calls while collaborating with internal teams to tackle identified bugs
• Our users tend to be leaders in their organizations and they reach out for help because they are preparing for a presentation that just can't go wrong
• Sometimes they're nervous, and sometimes they're on a deadline
• We're driven to honor this trust
• Through inbound customer calls, emails, and occasional screen shares, our team empowers users to deliver interactive presentations that are engaging and inclusive
• You will need to demonstrate a high level of technical proficiency and take ownership of end-to-end customer-facing issues, including advanced troubleshooting and root cause identification across various operating systems and product integrations
• We anticipate that you will become highly knowledgeable about our product and capable of distinguishing between bugs and intended functionality while assisting customers
• Your responsibilities will involve replicating reported bugs and coordinating with product, engineering, or QA teams to address them
• Subsequently, you will communicate findings to customers to ensure clarity and resolution
• Given the complexity and technical nature of our product, all members of our Customer Support Team hold senior positions
• Lead with empathy in all customer support interactions, fostering positive relationships, and enhancing customer satisfaction
• Seamlessly switch and multi-task between email queues, phone inquiries, and the occasional chat ensuring timely and accurate resolutions that enhance customer satisfaction and operational efficiency
• Demonstrate critical thinking and problem-solving skills by analyzing technical issues, identifying root causes, and delivering effective resolutions when diagnosing and resolving customer issues
• Work independently with good decision-making skills as the role will require some stand-alone work time
• Effectively prioritize and manage workload by determining the most important tasks, responding to emails, calls, and chats, troubleshooting reported issues, referencing documentation, and searching customer and admin account information while knowing when to escalate for prompt resolution
• Take charge of customer issues from start to finish and maintain a positive CSAT score
• Maintain your Zendesk ticket queue. Work continuously to document the details of each interaction in Zendesk to easily research customer issues
• Work continuously to document the details of each interaction in Zendesk to easily research customer issues and identify possible trends for product improvements
• Work with both new and existing customers to resolve product and billing-related questions
• Create resolutions for customers with a blend of patience, wit, and crystal-clear communication. You'll directly support customers via email tickets, incoming calls (which may require context switching), and the occasional chat
• Work closely with Engineering and QA to troubleshoot, reproduce, and escalate product-related bugs proactively. Follow debugging procedures to diagnose technical issues in web, mobile, and desktop apps
• Assist Customer Success Managers (CSMs) with technical emails from customers that require support troubleshooting
• Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues
• Work collaboratively with other technical support specialists to resolve customer questions and issues
• Ability to travel within the U.S. to support customers on-site for conferences. Typically there are 2-3 events per year