Senior Technical Support Specialist

3 days ago


New York, New York, United States Nayya Full time
Job Title: Senior Technical Customer Support Analyst

About Nayya

Nayya is a pioneering benefits experience platform that empowers employees to make informed decisions about their health and financial well-being. Our mission is to revolutionize the benefits landscape by providing a transparent, user-friendly, and personalized experience.

Job Summary

We are seeking a highly skilled Senior Technical Customer Support Analyst to join our dynamic team. As a key member of our support operations, you will be responsible for delivering exceptional customer experiences, resolving complex technical issues, and driving process improvements.

Key Responsibilities:

  • Customer-Facing Support: Provide expert troubleshooting and resolution for high-priority technical issues, ensuring timely and effective resolutions.
  • Technical Writing: Create and maintain comprehensive technical documentation, including user guides, knowledge base articles, and troubleshooting procedures.
  • Process Development: Identify areas for improvement and develop processes to enhance our support operations.
  • CRM Management: Utilize CRM systems to track, manage, and resolve support tickets, configuring and customizing tools to improve support operations and reporting.
  • Team Leadership: Mentor and train lower-tier support staff, fostering a collaborative and supportive team environment.

Qualifications:

  • Bachelor's degree required.
  • 2-3 years of experience in customer support or technical support positions, with a strong background in customer-facing support and technical troubleshooting.
  • Expertise in CRM systems (Zendesk, Salesforce).
  • Excellent technical writing skills and analytical and problem-solving skills.
  • Exceptional communication and interpersonal skills, with a customer-focused approach.

Why Join Nayya?

  • Be an early employee of a quickly growing, VC-backed start-up.
  • Have a meaningful impact on a platform that is scaling rapidly.
  • Contribute to a values-based culture with an emphasis on empowerment and autonomy.
  • Work in a highly collaborative, cross-functional environment.
  • Benefits include competitive pay, employer-paid healthcare, and stock options.

Nayya is proud to be an Equal Employment Opportunity employer, committed to diversity and inclusion.



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