Technical Support Specialist

4 weeks ago


San Diego, California, United States Vets Hired Full time
About the Job

As a Technical Support Agent at Vets Hired, you will play a crucial role in ensuring our customers receive exceptional support and service. This position reports to the Lead Technical Support Agent and is part of the Customer Success Team.

Key Responsibilities
  • Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaints.
  • Serve as the technical support hotline on-call person during pre-defined technical support hours.
  • Improve service desk responses and contribute support-related articles to a knowledge base platform.
  • Adhere to and contribute to the continuous improvement of our Quality Management System.
  • Collaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedback.
  • Support the QA team in reproducing issues when needed.
  • Provide metrics and insight into customer inquiries, feedback, and complaints.
Requirements
  • Bachelor's degree in a related field with customer support experience.
  • Two+ (2+) years of experience with demonstrated success in providing customer support.
  • Experience in resolving technology-based issues.
  • Experience in designing solutions that are client-focused and based on the feedback and needs of the customer.
  • Strong interpersonal skills to mobilize internal resources to address customer feedback.
  • Strong organizational skills along with solid decision-making skills.
  • Strong analytical and interpersonal skills, proven track record of effectively and efficiently resolving customer inquiries.
  • Initiative, sense of urgency, passion, energy to succeed and thrive in fast-paced, entrepreneurial culture.
  • Demonstrated initiative and creativity.
  • Strong verbal and written communication skills.


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