Technical Support Specialist

2 months ago

Remote, Oregon, United States Smartsheet Full time

Energized by solving problems and providing outstanding support? There's never been a better time to join Smartsheet As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.

You will report to a Support Manager. This role is fully remote eligible.

You will:

  • Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
  • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat
  • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
  • Become an expert in a specific product area
  • Contribute to team projects
  • Give and receive thoughtful feedback on team processes and leadership
  • Manage other responsibilities as assigned

You have:

  • Excellent written, verbal and interpersonal communication skills
  • 1+ years of Technical or Customer support experience, or equivalent
  • Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
  • Working knowledge of assigned feature a plus
  • Flexibility in your working hours as this position will require work outside of standard business hours
  • As required by law, US Citizens or Permanent Residents only are eligible to work in our Federal Government Segment.

Perks & Benefits:

  • HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
  • Stock - Restricted Stock Units (RSUs) for eligible roles
  • Lucrative Employee Stock Purchase Program (15% discount)
  • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
  • Monthly stipend to support your work and productivity
  • Flexible Time Away Program, plus Incidental Sick Leave
  • Up to 24 weeks of Parental Leave
  • Personal paid Volunteer Day to support our community
  • Opportunities for professional growth and development including access to LinkedIn Learning online courses
  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
  • Teleworking options from any registered location in the U.S. (role specific)

Smartsheet provides a reasonable range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer.

California & New York: $27.26 to $38.94

All other US States: $25.24 to $36.06

About Smartsheet:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovative—join us


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