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Technical Support Specialist
2 months ago
Location: 100% Remote - West Coast as role required PST hours
Duration: 12 months - with possible extension
Job Description
Top 5 Skills/Requirements:
1. Experience with Onboarding Users into SaaS Platforms: Candidates should have at least 5 years of experience in technical support, customer service, or account management, specifically with onboarding users onto SaaS platforms. This experience is essential for ensuring smooth adoption and effective use of our technology.
2. Strong Technical and Troubleshooting Skills: Required solid background in troubleshooting software used for purchasing products, web pages, and Android/iOS apps, along with experience in support ticket management systems like Zendesk or Salesforce. This technical expertise is vital for resolving complex issues efficiently.
3. Exceptional Communication and Customer Service Skills: Strong written and verbal communication skills are crucial. Candidates must effectively interpret and communicate technical information to users of varying technical skill levels and maintain high customer satisfaction.
4. Startup Experience: Candidates should possess a proactive and results-driven mindset, typical of startup environments. Comfort with rapid changes, ambiguity, and high levels of autonomy is necessary.
5. Proven Ability to Collaborate Across Functions: Must be able to work with cross-functional teams to identify and resolve customer pain points and improve the customer experience through continuous feedback and adaptation.
Required Experience & Qualifications:
- Bachelor's degree required.
- Minimum 5+ years of experience in technical support, customer service, or account management, preferably in a startup or SaaS-focused company.
- Demonstrable experience in user onboarding, managing accounts, and providing education on software platforms.
- Familiarity with troubleshooting and escalating issues within technical support structures.
- Proficiency with Zendesk, Salesforce, JIRA or similar support ticket management systems
The medical aesthetics business is ripe for rapid growth and disruption, and we are looking for an experienced Technical Product Support Specialist to join our high-performing team at Allergan Data Labs. Our innovative technology platform, All?, serves millions of consumers and numerous aesthetics providers across the US. In this role, you will provide premium service to our customers, manage accounts, conduct technical onboarding, and ensure users maximize the benefits of our SaaS platform.
Responsibilities:
- Provide exceptional white glove service through various channels such as email, phone, and chat.
- Manage accounts and perform technical onboarding to ensure successful adoption of our SaaS platform.
- Educate users to maximize their utilization of platform features, supporting the success of their business.
- Troubleshoot technical issues and escalate them as necessary to Technical Product Support Engineers.
- Work collaboratively with cross-functional teams to address customer issues and enhance the customer experience.
- Continuously improve support procedures, policies, and documentation.
- Enhance the knowledge base in collaboration with Technical Writers.
- Become a subject matter expert in All? For Business personas.
- Document interactions, inquiries, complaints, comments, and actions taken.
Notice to California Applicants: SPECTRAFORCE is committed to complying with the California Privacy Rights Act ("CPRA") effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
