Technical Support Specialist
6 days ago
We are seeking a highly skilled Technical Support Specialist to join our Customer Services Team at Highspot. As a Technical Support Specialist, you will serve as the technical liaison between Services, Product, and Engineering, providing advanced technical support to our customers on a variety of integrations with Highspot.
Key Responsibilities- Manage the support ticket queue and drive customer requests to a timely resolution
- Responsible for triage and owning a wide variety of customer requests from start to finish
- Collect and analyze feedback from customers, stakeholders, and other teams to shape requirements, features, and end products
- Optimize and leverage internal and external Support documentation
- Act as a liaison between customers and engineering to resolve difficult technical issues
- 1-3 years technical customer support experience
- Experience with ticketing systems such as Zendesk
- Experience with troubleshooting applications such as Outlook, GMail, Zoom, and MSTeams
- Strong desire to serve and help others
- Exceptional problem-solving skills and cool under pressure
- Insatiable curiosity and the desire to learn
- Comfortable and confident written and verbal communication with internal and external customers
- Comprehensive medical, dental, and vision benefits
- 401(k) Matching
- Paid parental leave
- Flexible work and vacation schedules
- Discounted ClassPass membership
- 2 volunteer days per year
- Transportation benefits
- Competitive compensation and stock options
- Fully-stocked kitchen
- Annual company-wide events
We are committed to diversity as both a moral and business imperative. Our technical support team boasts a 98% CSAT (Customer Satisfaction Rate). We are an equal opportunity employer and value diversity at our company.
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