Technical Support Specialist, Fullpath

• The ideal candidate demonstrates advanced time and task management, strong ownership, accountability, and exceptional problem-solving skills while proactively identifying communication breakdowns and implementing effective solutions
• At least 2+ years of experience in Senior Technical Support experience
• At least 2+ years of experience in troubleshooting for SaaS products
• At least 1-year of experience working with Tier 1 Lead /Tier 2 support
• Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
• Service-oriented approach with strong client-focused skills, comfortable making calls to customers in order to speed up the issues resolution
• Team player with collaborative work style
• Excellent time management and organizational skills
• Excellent English verbal and written communication skills
• Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) - strong advantage
• Experience with HTML / CSS / SQL - strong advantage
• Legal authorization to work in the United States without the need for employer sponsorship now or in the future
• Ability to sit for extended periods and perform extensive computer work, both of which are key aspects of this role
• Ability to perform job duties from a home office, when applicable, utilizing necessary technology and maintaining productivity
• Regular, reliable attendance and punctuality are essential functions of the job to ensure consistent workflow and communication

Desirable

• We are seeking a skilled Tier 2 Technical Support Specialist to handle high-priority and escalated issues delegated by the Tier 2 Lead, providing top-tier troubleshooting and resolutions
• This role also involves escalating bugs, tasks, and customization requests to engineering as needed, ensuring seamless communication and resolution
• This is a remote or hybrid role reporting to the Manager of Technical Support
• You'll provide high quality customer support to Fullpath’s customers
• Demonstrate exemplary customer service skills via inbound/outbound phone, email, and internal chats
• Open, manage, and resolve technical issues tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk
• Collaborate with Tier 2 Team Lead, Tier 2 Tech Lead, and Engineering to solve technical product issues while keeping in constant communication with the customer
• Demonstrate a “can do” attitude to solve as many issues at your resolution level
• Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources
• Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members