Technical Support Specialist

4 days ago

San Francisco, California, United States Mindlance Full time

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Mindlance. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients, ensuring that they receive the best possible service experience.

Key Responsibilities

  • Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points
  • Help build a playbook around how to diagnose and triage emerging issues within a new product
  • Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success
  • Develop a deep expertise in our product, processes, systems, tools, and how to diagnose and resolve an issue, especially in cases where there is no set guidance/ playbook

Requirements

  • Bachelor's degree in a technical field (e.g., information technology, computer science, computer engineering) or equivalent amount of work experience
  • Deep understanding of computer hardware (including ethernet cabling/ network administration) and software
  • 4+ years of work experience in a related role in a technical support related role (e.g. IT, networking administration, technical support)
  • Background working at technical startups or with emerging technology
  • Natural problem solver, willing to triage problems that often do not have a pre-defined solution
  • Lead with empathy, and deeply care about the success of small business owners across the United States
  • Fluent English and above average technical fluency (typing speed of 40 WPM)

Bonus Points

  • Past employer's first technical support hire
  • Experience troubleshooting on android systems
  • Familiarity with Toast, Square, Upserve, Micros, Aloha, Client, or Revel POS
  • Familiarity with G-Suite, ZenDesk, Slack, Atlassian, Salesforce

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

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