Highly Motivated Technical Support Specialist
6 days ago
Innovation Works, Inc. is seeking a skilled and motivated Technical Support Specialist to join our team.
Key Responsibilities- Drive increased adoption and satisfaction among partners by providing exceptional support and training services.
- Manage partner support inquiries and issues through effective communication and troubleshooting.
- Evaluate and escalate complex support tickets to ensure timely resolution.
- Monitor and report support ticket metrics to senior leadership for process improvements.
- Develop and update knowledge base articles and content to align with ongoing product releases and enhancements.
- Support product testing and configuration to ensure seamless platform performance.
- Identify gaps in current training and adoption content and develop targeted solutions.
- Track and report partner utilization and adoption of the platform to inform business decisions.
- Collaborate with cross-functional teams to standardize platform training and provide value-added services to partners.
- Bachelor's degree in information technology, business, analytics, communications, or related field.
- 2+ years of experience in customer success, customer service, project management, or relevant field.
- Demonstrated ability to drive continuous value and improve processes.
- Excellent written and verbal communication skills with a focus on collaboration and partnership development.
- Proficiency in MS Office suite, HubSpot, Pendo, or related customer relationship management systems and customer support applications.
Innovation Works, Inc. is a dynamic company that values innovation, teamwork, and customer satisfaction. We offer a competitive compensation package, flexible work hours, and a liberal remote work policy.
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