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Posted 2 days ago

About the Role

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.

 

Responsibilities and Duties
  • 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

 
Key Qualifications
  • 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)