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Technical Support Specialist

4 weeks ago

Oakland, California, United States Motion Recruitment Full time

Job Title: Technical Support Specialist

Location: Remote, PST Hours

Job Type: 6 Month Contract to Start, Great Chance to Extend Longer Term

Motion Recruitment is seeking a motivated self-starter to provide top-quality support to our client's global users. As a Technical Support Specialist, you will act as a Tier 2 / Tier 3 escalation point for the company's external customers to resolve complex issues and help to establish user support strategies. You will build strong stakeholder relationships (sales, marketing, engineering) and support data-driven analyses to identify opportunities for product/service improvement.

Key Responsibilities:

  • Manage support issues on a daily basis in Zendesk: diagnosing the problems and resolving the issues.
  • Handle escalations from platform users and outsourced vendors and contribute to improving their performance.
  • Perform bug triaging and partner with engineering to resolve customer issues.
  • Organize and execute work at an appropriate pace, as well as balancing competing goals and deadlines.
  • Able to respond effectively and quickly to emails sent from users regarding more complex issues related to user accounts and the core product.

Requirements:

  • Minimum of 3+ years of experience working in a support role and communicating to users via email.
  • Experience working with Zendesk.
  • Experience with Jira and Tableau is preferable.
  • Experience with triaging and troubleshooting technical issues.
  • Strong communication skills with the ability to comfortably interact with cross-functional partners.
  • The ability to work with engineers on technical issues and translate updates to users.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Additional language skills a plus but not required (will support some users in European countries).