Job Title: Technical Support Specialist - Client Management
">
Description:
We are seeking a skilled Technical Support Specialist to join our team in managing high-priority client accounts. As a key member of our support team, you will be responsible for providing exceptional customer service by resolving technical issues and ensuring seamless communication between teams.
Key Responsibilities:
* Manage high-priority client accounts, including troubleshooting technical issues and escalating cases to engineers when necessary
* Provide timely solutions and respond to issues, requests, and inquiries via various channels
* Host regular cadence calls with high-priority customers to ensure client satisfaction
* Collaborate with customers to deliver a superior customer experience through effective communication and problem-solving skills
Requirements:
* 3-5 years' experience in SaaS product support, preferably with Platinum/Gold support experience
* Strong analytical, organizational, written, and verbal communication skills
* Broad spectrum of basic technical knowledge in databases, programming, and network technology
* Able to easily familiarize yourself with complex software applications
* Proven track record in a strong customer-facing support role
Benefits:
* Career path and professional development opportunities
* Modern office space
* Pension plan, private health insurance, and group life insurance
* Enhanced statutory maternity pay
* Two paid days volunteering leave per year
Company Values:
* Demonstrate self-awareness and own your strengths and limitations
* Finish what we start and do what we say we are going to do
* Move fast and create momentum and efficiency
* Run towards change and challenge the status quo
* Serve our customers and communities and create a positive experience with each interaction
* Solve problems together and win or lose as one team
* Think big and believe and set extraordinary goals and believe you can achieve them