Technical Support Analyst, ContactMonkey

• 4+ years experience in customer technical support, preferably in business end-user troubleshooting and within the software industry
• 4+ years of troubleshooting email systems (Outlook on Desktops, Outlook Web Application, and Gmail)
• 4+ years of experience working in a small (less than 100 person) to medium-sized (less than 500 person) organizations
• 3+ years working with help desk systems, documentation for technical conversations, and managing support cases
• 3+ years with HTML and/or JSON analysis
• 3+ years of writing technical documentation guides for end users and internal processes

Desirable

• ContactMonkey is looking for an individual to join our growing Technical Support team as an important front-line technical contributor to the ContactMonkey ecosystem!
• This role allows for a lot of collaboration between our product/dev/customer success teams and with our customers. You will also be an escalation point for our front-line help desk team
• Be a part of our ticketing response team, as a line of communication with our customers through our helpdesk and live chat to ensure that their needs are understood and addressed
• Acting as a representative of ContactMonkey to ensure that customer needs and business demands are met with a focus on improving the customer experience
• Become ContactMonkey experts on behalf of our customers, both in the organization and in our software
• Provide investigation and dive into first-time problems that customers have encountered, and determine if an issue requires coding changes
• Training and working with our front-line workers to help develop their technical skills
• Identify gaps in our processes and be a thought leader in solutions to resolve issues through documentation and internal process improvements
• Recording conversations in written form and summarizing the main reason for a customer’s call
• Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters