Technical Support Specialist

3 weeks ago

Seattle, Washington, United States ScreenPal Full time
ScreenPal is a leading SaaS provider helping education and business organizations learn and communicate more effectively. We are currently looking for an experienced customer service and support specialist to join our team. This position is important to advance our mission to enable everyone, everywhere to easily capture, share and experience video content. This position can be remote. We take pride in providing superior experiences and engaging our customers throughout the world. At ScreenPal, we strive to deliver video creation tools and services that are easy and fun to use, and our customer support team is critical to realizing that mission.

About the Role:

* Learn and become a subject matter expert on ScreenPal products.
* Provide software application technical support to users on Windows, Mac, Chromebook and iOS.
* Provide software as a service (SaaS) technical support to users for our media management and hosting services.
* Solve customer support issues working directly in our CRM / Desk tools.
* Use customer service and critical thinking skills to build rapport with customers.
* Work with other members of the support team to solve customer issues and build institutional knowledge of technical solutions.
* Work with development and product teams to assist with troubleshooting issues and work, in tandem, to find solutions.
* Maintain SLAs and customer satisfaction scores related to customer support tickets.
* Educating customers on our products, including online tools and self-help tutorials.
* Create detailed and straight forward internal and customer facing knowledgebase articles and help tips.
* Act as a resource for review of support materials prior to publishing for internal or external use.

Requirements:

* Bachelor's Degree in business or a technology related discipline or equivalent experience.
* Minimum of three years of experience in customer service and support roles.
* Interest and need to learn and become an expert on our apps.
* Excellent communication and interpersonal skills.
* Ability to handle application level troubleshooting for more complex SaaS applications.
* Experience with device level troubleshooting (mobile, desktop, etc.).
* Strong data visualization skills with the ability to work independently.
* Can effectively communicate support issues to internal and external stakeholders.
* Documented experience working with development and product teams.

Good to Have:

* Experience working with a CRM tool such as Zoho.
* Minimum 5 years of experience in SaaS and/or desktop/mobile software support.
* Familiarity with video content creation tools including ScreenPal products.
* Strong foundation in digital audio troubleshooting.
* Experience troubleshooting customer issues with integrations, especially LMS LTI.
* Ability to be collaborative and be a flexible team player.
* Fun with a sense of humor.

Benefits:

* The rate for this remote hire position is $20-$40/hour determined by work location and other factors, including job-related skills, experience, and relevant education or training.
* 10 days of personal paid time off, plus 10 U.S. holidays.
* Excellent health & dental insurance.
* Flexible 100% remote work environment.
* A dynamic, aspiring, and fun work team.

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