The Technical Support Specialist is responsible for ensuring customer success by providing support to customers, and improving the customer experience. This is a remote-based role.

Customer success is a vital part of our business, and you'll be playing a key role in customer growth and retention. We're looking for someone who can hit the ground running, and be able to grow with our small, nimble team.

• Provide real-time customer support via live chat and email, giving personalized and relevant assistance

• Understand customer requirements and help users successfully integrate GrowSurf; provide troubleshooting and API guidance.

• Maintain current knowledge of all products and services

• Create and improve content and help docs in knowledge base, tutorials, developer docs

• Document bugs and flag key user issues to engineering in a timely manner to troubleshoot and improve products

• Provide screen-sharing/debugging Concierge Integration sessions to customers

• Provide live chat support for sales prospects to help them understand if GrowSurf is a good fit

• Maintain customer trust by keeping support tickets up-to-date

• Document customer solutions for sales and marketing purposes

• New user outreach: answer questions and provide onboarding help

• Follow-up with customers to request reviews, testimonials, and case studies

• Share customer insights with team; Work directly with the founders

• Complete QA testing and provide product feedback

• Relevant KPIs: customer satisfaction, time to first response, ticket response volume

• Previous experience in a B2B technical- or customer-support role at a SaaS company

• Strong communication skills and the ability to explain technical concepts and solutions to customers

• A well-rounded technical proficiency and familiarity with APIs, HTML/CSS, Javascript and experience in troubleshooting

• Being OK with ambiguity, identifying the gaps, and building process to fill in those gaps

• You appreciate technical challenges and helping customers succeed

• Experience with live chat support and ticketing system

• Demonstrated ability to multitask and prioritize competing demands

• Empathy for our users and desire to go above and beyond

• Experience in unstructured, fast-paced environments where you may juggle a lot of roles

• You take initiative and can work autonomously

• You are a native English speaker

• Work in US business hours: 9am-6pm CST (Monday-Friday, excluding US holidays)