Technical Support Specialist
3 Months ago • 3-5 Years
Customer Service
Job Description
As a Technical Support Specialist, you will join the Customer Support Team to provide technical support for Highspot, a Software As A Service product. Your main responsibility will be to interact with customers to understand their requests and inquiries. You'll collaborate with internal teams to identify and resolve issues using Zendesk. You will also manage the support ticket queue, drive customer requests to resolution, collect and analyze customer feedback, optimize support documentation, and act as a liaison between customers and engineering when necessary. You will ensure customers have a positive experience with Highspot. This role requires teamwork and a proactive approach to problem-solving.
Good To Have:
- Experience in HTML and CSS scripting languages.
- Experience working with Mac, Windows, iOS, and Android platforms.
- Exceptional problem-solving skills and cool under pressure.
- Fluency in a second language.
Must Have:
- 3-5+ years of technical customer support experience.
- Experience with ticketing systems like Zendesk.
- Troubleshooting experience with applications like Outlook, GMail, Zoom.
- Strong desire to serve and help others.
- Proven ability to troubleshoot and identify the root cause of issues.
About Highspot
Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.
While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.
About the Role
In this role, you will be joining the Customer Support Team as a Technical Support Specialist, specializing in Highspot - a Software As A Service. This role will serve as the technical liaison between Services, Product, and Engineering serving as the voice of the customer to make our product better. Your day will be filled with engaging with our customers to understand their requests and inquiries for our Highspot product, collaborating and partnering with internal services, product, and engineering teams to identify and resolve issues via Zendesk. Teamwork and fearlessness is our mantra! Our technical support team boasts a 98% CSAT (Customer Satisfaction Rate). You'll spend most of your time interacting directly with our customers and ensuring that they have an amazing experience using Highspot.
Responsibilities
- Provide technical software support to our customers on a variety of integrations with Highspot, including Email, CRM, SSO, and CMS systems
- Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
- Responsible for triage and owning a wide variety of customer requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
- Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
- Optimize and leverage our internal and external Support documentation
- Act as a liaison between customers and engineering when necessary, to resolve difficult technical issues faced by our customers
Required Qualifications
- 3-5+ years of technical customer support experience (ideally supporting the end-user of a technical product)
- Open to rotational shifts
- Learn it all, not know it all mentality
- Experience with/familiar with ticketing systems such as Zendesk (ServiceNow, ConnectWise, Jira Service Desk, HubSpot, etc)
- Experience with/familiar troubleshooting applications such as Outlook, GMail, Zoom, MSTeams
- Strong desire to serve and help others
- Experience in HTML and CSS scripting languages preferred, not required
- Proven ability to troubleshoot and identify the root cause of issues in complex enterprise systems
- Experience working with Mac, Windows, iOS, and Android platforms
- Exceptional problem-solving skills and cool under pressure
- Insatiable curiosity and the desire to learn it all
- Comfortable and confident in written and verbal communication with internal and external customers (Bonus points for fluency in a second language!)
- Entrepreneurial with a strong interest in working for a fast-paced startup in hyper-growth
#LI-NG1
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.
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