Attio · 5 hours ago

Technical Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$65K/yr - $82K/yr

2+ years exp

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Responsibilities

Provide support to customers through emails, chat, and video calls, adhering to Service Level Agreements (SLAs) between European and US business hours

Accurately and efficiently answer customer questions regarding Attio features

Troubleshoot and document bugs, collaborating with Attio’s Engineering team until resolution

Document customer feedback and requests, and advocate for the voice of the customer internally regarding Attio’s product development and roadmap

Contribute to the success of Attio’s scaled support initiatives, including Help Center content, empowering customers with best practices and helping them find their own answers

Assist in developing and documenting support processes to improve efficiency and ensure customer satisfaction

Maintain an in-depth understanding of Attio functionality, including collaboration with other teams to learn about and prepare for new feature releases

Qualification

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SaaS support experienceCRM experienceTechnical troubleshootingAPI knowledgeDocumentation skillsZapier experienceProcess improvement

Required

2+ years experience in a support role for a SaaS product

Experience working with CRMs and working within startups

Fluent English speaker with excellent written and verbal communication skills and a knack for distilling complex topics into simple guidance

High degree of empathy, with the ability to understand and show care about the experiences and feelings of customers

Innate curiosity and commitment to learning and understanding the ins and outs of the product, to get to the heart of customer feedback, and to identify root causes of issues

Tech savvy and a lover of problem solving, using all resources available to find a resolution, but also willing to ask questions when you need help

Proactive initiator of process improvements and solving for potential issues before they surface. Taking personal responsibility to push us forward