Senior Technical Support Specialist, Qualified.com

• If you love helping others, solving puzzles, and working on an agile team this is the place for you
• You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
• 3+ years of experience providing support in a B2B SaaS company
• Bachelors degree
• Excellent interpersonal, communication, and writing skills
• Extensive knowledge of Salesforce CRM
• Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)
• Working knowledge of Javascript and API errors
• Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
• Passion for making customers successful with software solutions
• You enjoy analyzing issues and digging into complex problems
• You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances
• The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge
• You’re interested in growing your career in Technical Support and helping us grow an amazing team

• Qualified is looking to add a new member to our Technical Support team as we scale our world class support
• As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering
• You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience
• Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls
• Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers
• Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs
• Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap
• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
• Working on our incident response team to provide critical communication to our customers and internal staff during incidents
• Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience

• 100% Employee Paid Medical, Dental, & Vision
• Work From Anywhere
• 401k plan
• Free Monthly Gigabit Internet For Your Home Office
• Open Vacation Policy
• Paid Parental Leave Up To 16 Weeks
• Work From Home Setup On Us!
• One Medical Membership (including Tele-Medicine)
• Quarterly Swag
• Generous Employee Referral Program
• HSA / FSA Savings Accounts
• Disability Benefits (Short Term & Long Term) Paid By Us!
• Annual Learning Stipend
• Internal Coaching For Leaders

Total funding: $163m

Customer Relationship Management service Salesforce is used widely across the sales landscape. But because interactions on the platform are anonymous and text-based, they can feel impersonal. Many VIP customers prefer to put a face to the name and connect personally with a company, but this information is not revealed by Salesforce.