Technical Support Representative
Overview
A successful candidate will communicate with confidence and clarity to both technical and non-technical team members and have the ability to reassure all stakeholders through any technical process. The position also involves educating publishers and our team on our solutions and value propositions while supporting them as needed. You will learn the inner workings of the company platform and become a key member of our team.
Duties & Responsibilities
- SAAS Tech Support work experience and background
- Tier 2 support coverage 24/7 shifting
- Ability to create, manage and update tickets in our system (Hubspot)
- Communicate with our offshore team for Tier 2 ticket troubleshooting/updates
- Manage escalations as needed with engineering
- Ability to effectively manage high quality customer communication (written/verbal)
- Tier 1 support activities: password resets, knowledgebase support, ticket follow up, basic troubleshooting, light end-user system configuration
Requirements
- High school diploma/GED
- Previous experience in an outbound call center or a related sales position preferred
- Proficiency in Microsoft Office and CRM software such as Zoho CRM, Salesforce, or Hubspot
- Excellent communication skills, both verbal and written
- Good organizational skills and the ability to multitask
- Excellent phone and cold calling skills
- Exceptional customer service skills
- Strong listening and sales skills
- Ability to achieve targets, in terms of pitch meetings and, ultimately, revenue