Malbek · 23 hours ago

Technical Support Specialist

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Manage and analyze a queue of customer support tickets (Levels 1, 2), developing solutions to resolve issues with the highest levels of customer satisfaction

Report and prioritize customer issues internally, tracking to resolution and communicating with the customer

Interface with customers through various channels including tickets, email, chat, and video calls

Perform advanced support for complex technical issues, serving as the liaison between the support and development teams when tasked

Troubleshoot reported issues, conduct root-cause analysis, and determine if an issue is a defect, configuration, or training-related

Contribute to internal QA testing activities, particularly for customer-reported issues or enhancements

Support technical issues related to system and data integrations, API usage, and MS Word add-ins

Contribute to maintenance of the internal knowledge base and customer help center content

Collaborate with Customer Success Managers to support overall customer health

Participate in an on-call rotation for partial weekend coverage

Ensure issues are documented, tracked and follow-ups are appropriately scheduled

Other duties as assigned

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 SupportCustomer-facing experienceTroubleshooting toolsCRM systemsAPI integrationsMS WordComputer science fundamentalsContract Lifecycle ManagementLegal Operations softwareMachine learningREST APIs