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Poll Everywhere · 5 months ago

Sr. Technical Support Specialist I (Must Reside in PST Timezone)

United States

Full-time

Remote

Mid, Senior Level

$60K/yr - $80K/yr

2+ years exp

Poll Everywhere is a growing B2B SaaS company focused on making presentations more inclusive. They are seeking a Senior Technical Support Specialist to assist customers from F1000 companies and R1 Universities with technical issues, ensuring clarity and resolution while collaborating with internal teams to address bugs and improve the product.

Corporate TrainingEducationEnterprise SoftwareHigher EducationHuman ResourcesMarket ResearchMessagingPresentationsPublic RelationsReal Time

H1B Sponsor Likely

Responsibilities

Lead with empathy in all customer support interactions, fostering positive relationships, and enhancing customer satisfaction

Seamlessly switch and multi-task between email queues, phone inquiries, and the occasional chat ensuring timely and accurate resolutions that enhance customer satisfaction and operational efficiency

Demonstrate critical thinking and problem-solving skills by analyzing technical issues, identifying root causes, and delivering effective resolutions when diagnosing and resolving customer issues

Work independently with good decision-making skills as the role will require some stand-alone work time

Effectively prioritize and manage workload by determining the most important tasks, responding to emails, calls, and chats, troubleshooting reported issues, referencing documentation, and searching customer and admin account information while knowing when to escalate for prompt resolution

Take charge of customer issues from start to finish and maintain a positive CSAT score

Maintain your Zendesk ticket queue. Work continuously to document the details of each interaction in Zendesk to easily research customer issues

Work continuously to document the details of each interaction in Zendesk to easily research customer issues and identify possible trends for product improvements

Work with both new and existing customers to resolve product and billing-related questions

Create resolutions for customers with a blend of patience, wit, and crystal-clear communication. You'll directly support customers via email tickets, incoming calls (which may require context switching), and the occasional chat

Work closely with Engineering to troubleshoot, reproduce, and escalate product-related bugs proactively. Follow debugging procedures to diagnose technical issues in web, mobile, and desktop apps

Assist Customer Success Managers (CSMs) with technical emails from customers that require support troubleshooting

Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues

Work collaboratively with other technical support specialists to resolve customer questions and issues

Ability to travel within the U.S. to support customers on-site for conferences. Typically there are 2-3 events per year

Qualification

Technical troubleshootingCustomer support experienceZendesk proficiencyWindows knowledgeMacOS knowledgeCollaboration skillsCritical thinkingProblem-solvingCommunication skillsInitiative

Required

2-3 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, inbound customer calls, technical issue resolution, and support best practices

Working knowledge of Windows and macOS platforms to resolve complex issues

Proficient in installing and troubleshooting software on Windows and macOS platforms

Experience communicating and problem-solving with other departments such as engineering, design, sales, customer success, and marketing

Ability to take initiative and be energized even when a clear path isn't laid out

Collaborative mindset and view feedback as a 2-way street

Experience working in a remote environment with a distributed team spread across several time zones

Demonstrate critical thinking and problem-solving skills by analyzing technical issues, identifying root causes, and delivering effective resolutions

Ability to travel within the U.S. to support customers on-site for conferences (typically 2-3 events per year)

Ability to effectively prioritize and manage workload

Preferred

Proficiency with Zendesk, Slack, Asana, Notion, or other comparable online support and collaboration tools

Experience using Poll Everywhere

Experience working with Learning Management Systems (LMS)

Benefits

Medical, dental, and vision benefits - We cover 100% of your premiums for the base plan and 50% for dependents’ medical enrollment.

PPO medical, dental, and vision plans and an HSA/FSA.

Up to a $100 monthly company match to your Health Care FSA or HSA account.

Company

Poll Everywhere

Poll Everywhere is a web, SMS, and Twitter polling service that allows users to submit votes or comments to a PowerPoint or Keynote slide.

Founded in 2007

San Francisco, California, USA

51-200 employees

http://www.polleverywhere.com

H1B Sponsorship

Poll Everywhere has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (2)

2020 (1)