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Technical Customer Support Specialist
3 months ago
**Technical Customer Support Specialist (Remote)**
Preferable Location: New York, San Francisco, Miami, Portland, Kansas City | Full Time
**What we're looking for**
We are looking for an energetic, highly motivated Technical Customer Support Specialist to join our customer support team and to provide support for our Tier 2 level customer support requests. You'll engage with customers, providing email/phone/zoom support. You will interface with other Plate IQ teams including Account Management, Tier 1 Support, and Engineering.
**What youll do**
* Provide outstanding second-level technical customer support.
* Use software tools to troubleshoot and support customers.
* Work directly with customer's administrators, answering questions regarding service start-up and usage.
* Use knowledge, research, judgment, troubleshooting, problem solving and professional discretion to answer customer's questions and solve issues.
* Provide timely and accurate support while representing the company in the most professional manner.
* Prioritize customers' support requests based on service priority and judgment.
* Facilitate zoom meetings to troubleshoot issue that require screen sharing
* Provide recommendations on increasing efficiency and enhancing customer satisfaction.
* Coordinate and execute technical tasks essential to the successful utilization of Security Mentor's services by customers.
* Perform QA/QC testing and reporting of products and services.
**Required Skills and Abilities**
* Experience with level 2 support within SaaS
* Experience with ERP support/implementation/Integration
* Experience in support within Fintech platforms
* Excellent verbal and written communication skills
* Ability and experience in juggling many competing priorities
* Experience with Jira
* Experience with Freshdesk
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