Senior Technical Support Specialist
3 days ago
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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