138 applicants

Company

Poll Everywhere · 6 hours ago

Sr. Technical Support Specialist II (West Coast Coverage 9a-5p PT)

United States

Full-time

Remote

Mid, Senior Level

$68K/yr - $84K/yr

3+ years exp

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Responsibilities

Achieve high customer satisfaction by delivering empathetic support across phone, email, and chat, resolving inquiries efficiently, and troubleshooting issues with minimal errors.

Enhance operational efficiency by prioritizing tasks, managing a multi-channel workload, and escalating complex cases appropriately to ensure timely resolutions.

Maintain expert product knowledge to distinguish between bugs and intended functionality, proactively communicating findings to both engineering teams and customers.

Support managed accounts and integrations by resolving technical issues (SSO, SAML, LTI, SCIM), optimizing self-service resources, and collaborating with cross-functional teams to drive account success.

Resolve technical issues independently with critical thinking and problem-solving skills, ensuring a high rate of first-contact resolution and consistently meeting performance metrics.

Work autonomously with confidence, making sound decisions during periods of independent work, while consistently meeting or exceeding individual performance metrics.

Serve as the escalation point of contact for Sr. Technical Support Specialist I teammates for Zendesk ticket reviews and customer calls.

Mentor and train junior team members (Sr. Technical Support Specialist I), focusing on advanced troubleshooting techniques and root cause analysis.

Own end-to-end resolution of customer issues. Follow debugging procedures to diagnose technical challenges across web, mobile, and desktop applications.

Manage your daily Zendesk ticket queue and maintain a positive CSAT score. Work continuously to document the details of each interaction in Zendesk to easily research customer issues and identify possible trends for product improvements.

Resolve customer inquiries effectively, including product and billing-related questions, ensuring clarity and timeliness for both new and existing customers.

Proactively solve complex issues by taking initiative, communicating clearly (written and verbal), and collaborating effectively with peers to ensure smooth customer interactions and team alignment.

Deliver exceptional customer resolutions across multiple channels (email, phone, chat, and screen sharing) by blending patience, wit, and adaptability in high-context-switching situations.

Provide on-site customer support at customer conferences 1-2 times per year, which may include running presentations for the customer, assisting with setting up polls for presentations during the conference, and providing technical support

Provide dedicated (remote) weekend email/phone support to customers during requested days and times for conferences or meetings that are not on-site

Analyze and present customer data trends, sharing findings weekly with the Director of Customer Support to prioritize initiatives, measure individual productivity, and recommend process improvements.

Work closely with several departments to troubleshoot, reproduce, and escalate product-related bugs proactively.

Assist in quality assurance testing and bug reporting.

Provide customer feedback to these teams from information gathered during calls/emails.

Assist Customer Success Managers (CSM’s) with technical calls or emails from customers; screen shares when needed; attend Support/Success team meetings.

Partner with the finance team on customer billing issues reported to support.

Enhance customer self-service resources by creating, maintaining, and updating support articles and documentation, driving increased customer adoption and reducing ticket volume.

Serve as a technical resource for managed accounts, supporting Customer Success Managers (CSMs) by troubleshooting and resolving complex SSO, SAML, and LTI integration issues, ensuring seamless customer experiences.

Collaborate with engineering teams to diagnose and resolve technical issues reported by CSMs and customers, improving integration reliability and customer satisfaction.

Streamline account integrations for managed accounts by configuring and maintaining: Single Sign-On (SSO) to enable secure authentication with customer systems, Learning Tools Interoperability (LTI) for exporting Poll Everywhere responses into grading and assessment tools used in higher education, System for Cross-domain Identity Management (SCIM) to automate user provisioning and directory syncing.

Meet with Customer Success Managers & their managed accounts to provide guidance on technical requirements for integrations, address any challenges blocking progress, and complete bulk tasks to help these accounts use Poll Everywhere more effectively.

Contribute to the Customer Success team’s prioritization discussion by participating in prioritization discussions with the Customer Success team, ensuring alignment with business goals and customer needs.

Optimize and scale internal processes by documenting workflows and tools to ensure consistency, repeatability, and efficiency across customer support operations.

Collaborate cross-functionally with Product, Engineering, Sales, Marketing, and Customer Success teams to support QA testing, execute special projects, and address strategic initiatives assigned by the Director of Customer Support.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportZendeskSSOSAMLLTISCIMWindowsMacOSCollaboration ToolsAsanaNotionSlackLearning Management SystemsPoll Everywhere

Required

3-5 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, technical issue resolution, and support best practices.

1-2 years of experience supporting integration systems (SSO, SAML, LTI, SCIM) with strong troubleshooting and problem-solving skills to support managed accounts and collaborate cross-functionally.

Strong knowledge of Windows and macOS platforms to resolve complex issues. Proficient in installing and troubleshooting software on these platforms.

Seen as the person on your team to solve complex escalations and share best practices to improve day-to-day operations for overall efficiency.

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

Experience working remotely on a distributed team spread across several time zones.