Technical Support Representative

The Technical Support Representative’s mission is to support the customer experience overall by seeking to solve individual product issues and provide guidance for specific customer requests or inquiries. You will report the Customer Success Team Manager and will be on the front lines of customer support and case management.

Responsibilities:

Customer Support

  • Communication: Present a friendly, professional and helpful manner and attitude in all situations
    • Uphold excellent standards in customer service and support under all circumstances
    • Provide accurate, valid and complete information by using, referencing and sharing the appropriate documentation, methods, and tools
    • Build sustainable relationships and trust with customer accounts through open, friendly, patient and interactive communication
    • Consistently handle customer complaints and challenging situations with professional and friendly helpfulness and patience with an enthusiasm for problem solving
  • Reactive Support: Identify and assess customers’ needs to achieve satisfaction, including:
    • Answer all incoming support line phone calls in a timely manner
    • Manage all incoming support email inquiries efficiently and appropriately
    • Consistently follow Dozuki protocol for professionalism, friendly and polite helpfulness with correct and appropriate grammar, punctuation and tone in all communication with customers
  • Case Management: Monitor and escalate all incoming support cases submitted by customers
    • Consistently follow exact protocol for flagging incoming cases to ensure proper tracking
    • Efficiently respond to customer cases in the appropriate manner, taking extra efforts for urgent situations
    • Follow up as necessary for ongoing issues or requests to ensure customers do not feel forgotten
    • Escalate urgent or complex cases immediately through the appropriate channels
  • Bug Reporting: Efficiently troubleshoot customer issues and consistently report bugs
    • Troubleshoot each reported issue as thoroughly as necessary to assist and guide customers
    • Document the process to reproduce any confirmed bugs or issues and escalate to the Product team
    • Follow up with the customer to ensure confirmation, progress and expected resolutions and timeframes
    • Escalate urgent or complex bugs/issues immediately through the appropriate channels
  • Technical Support: Assist in setup of API integrations and Single Sign On setup
    • Hold implementation calls that help walk customers through technical feature setup
    • Troubleshoot any technical issues with SSO/API integrations

Evaluation Criteria:

  • Strong emotional intelligence with empathy and understanding
  • Good understanding of prioritization, multi-tasking and time management
  • Natural inclination for problem solving and helping people
  • Confidence in troubleshooting, investigating and documenting technical issues
  • Takes high degree of ownership over work with a proactive work ethic
  • Clear communicator with professional and friendly presence
  • Strong active listening skills
  • Ability to lead through influence

To Apply:

Make a PDF of your resume, as well as a short cover letter explaining two things: what drives you to succeed and accomplish your goals, and why you're the ideal candidate for this job.