Technical Support Representative, ContactMonkey

• You are a maven in customer support, driven by client satisfaction and product adoption
• You have at least 1 year of professional Technical Support, Customer Service, Implementation or Success experience preferably in business end-user troubleshooting, and within a SaaS environment
• You are an excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information
• You are quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently
• You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions, to not only delight the client, but to correctly identify trends and better internal information to make data-driven decisions
• You are patient, personable, and have a great sense of humor. You thrive on winning together as a team

Desirable

• Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses answering product queries, troubleshooting email delivery issues, and escalating complex concerns to the appropriate teams, ensuring seamless communication and client satisfaction
• In this role, you’ll report to the Head of Support and work towards a shared goal of delivering best-in-class global service to our clients. You will also work with our amazing Success, Implementations, Product, and Engineering teams, driving continuous improvement processes and championing our clients' issues and feedback
• This position will be fully remote, covering the Pacific Time Zone
• Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations
• Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience
• Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service
• Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency