Technical Support Specialist

2 days ago

San Francisco, California, United States Clari Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our Customer Solutions team at Clari. As a key member of our Technical Support Team, you will play a critical role in ensuring our customers' success and satisfaction.

As a Technical Support Specialist, you will be responsible for providing exceptional support and guidance to our customers, helping them to better understand and use our revenue platform. You will work closely with our customers to troubleshoot issues, provide solutions, and empower them to operate at peak performance.

You will also be responsible for maintaining our initial response time SLA and using internal resources to resolve customer issues. This is a fully remote opportunity, and we prefer candidates who are based in the West time zone.

Responsibilities
  • Guide and coach new and potential users who might be unfamiliar with our platform
  • Respond to customer inquiries in a timely manner and within our set SLA's
  • Work cross-functionally with other team members and departments
  • Triage incoming product requests (questions, problems) directly from customers and route them to the appropriate queue
  • Use available resources (Knowledge Base, Confluence, etc.) to find a solution to resolve tickets
  • Optimize our internal and external documentation when necessary (i.e Help Center, FAQ's, macros, internal documentation)
  • Communicate and collaborate regarding customer feedback/pain points to appropriate teams
  • Happily take on new projects which involve research, becoming a subject matter expert, and driving them to completion
Qualifications
  • 1-2 years of experience working in a customer-facing role where some technical troubleshooting was required
  • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
  • Passion for delivering an outstanding customer experience
  • A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills
  • Passionate about working in a fast-paced, highly dynamic, client-centric environment
  • Detailed, organized, and results-oriented
  • Experience with Salesforce, Intercom, Jira, and Slack is a plus
  • Knowledge of Atlassian (Confluence) is a plus
  • Knowledge of JSON is a plus
Perks and Benefits @ Clari
  • Remote-first with opportunities to work and celebrate in person
  • Medical, dental, vision, short & long-term disability, Life insurance, and EAP
  • Mental health support provided by Modern Health
  • Pre-IPO stock options
  • Well-being and professional development stipends
  • Retirement 401(k) plan
  • 100% paid parental leave, plus fertility and family planning support provided by Maven
  • Discretionary paid time off, monthly 'take a break' days, and Focus Fridays
Focus on culture:
  • Charitable giving match, plus in-person and virtual events

At Clari, we believe in providing interesting and meaningful work in a supportive and inclusive environment - free from discrimination for everyone without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.

We focus on culture add, not culture fit, and believe we are made stronger by what makes you unique. If you are passionate about learning and excited about what we are doing, then we want to hear from you.

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