Technical Support Specialist, CoLab Software

• Our ideal candidate is someone who is autonomous, with the ability to troubleshoot and communicate effectively in writing
• Experience dealing with external enterprise customers in a technical support context for a SaaS web application
• Exceptional interpersonal skills with a broad range of external and internal teams
• Exceptional written communication skills and the ability to effectively communicate technical concepts to non-technical users
• Ability to communicate effectively and with empathy via phone and web conference
• Experience with a ticket management system like Zendesk, Shortcut, or Jira
• Experience managing and maintaining a knowledge base
• This role will deal with highly sensitive information, requiring the successful completion of enhanced background checks and security clearance in some situations

Desirable

• This position is on a 7am to 3pm UTC shift, so being a morning person is a win!
• Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance
• Champion all aspects of the user’s experience, with a focus on clarity and speed
• Work to clarify and triage customer requests as quickly as possible
• Maintain a positive customer sentiment throughout the support process and escalate appropriately
• Consistently follow up with the internal teams on open issues
• Consistently and confidently triage and escalate requests to other internal teams in a timely manner
• Independently own the support process and decision matrix, completing retros and updating as necessary