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Company

Poll Everywhere · 5 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.

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

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.

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 SupportSSOSAMLLTISCIMWindowsMacOSZendeskClient-facing ExperienceLearning Management SystemsAsanaNotionSlackPoll 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

Ability 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