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Technical Support Specialist

Company: CyberCoders
Location: Seattle
Posted on: June 29, 2020

Job Description:

Technical Support Specialist
If you are a Technical Support Specialist with experience, please read on!
Top Reasons to Work with Us
This company was ranked in the top 5 Best Workplace in Washington 2019! They were ranked one of Washington's fastest-growing companies by Deloitte!This company is one of the main reasons its possible to text with a business today. More than 35,000 companies use this product to increase customer engagement and drive growth through texting on their existing landline, VoIP or toll-free phone number. Intuitive cloud-based software, an enterprise-grade API and direct network connectivity mean businesses can use any computer or mobile device to securely and reliably reach their customers, every time.Our strong venture backing allows us to aggressively invest in our product, technology and team; theyve received roughly $200 million in funding from some of the highest regarded investment companies in the world!If you want to be part of a team where you're supported and empowered to change the way the world communicates, then this could be the company for you.
What You Will Be Doing
Handle escalated issues from Tier 1 Customer Support Specialists who have completed initial triage and troubleshooting and provide feedback on resolution steps taken for Tier 1 team.Research and resolve complex product and technical problems, utilizing the CRM and other tools.Triage and troubleshoot technical problems related to message delivery, operating systems, wireless carriers, mobile apps (iOS and Android), install/setup, and integrations with third-party products.Accurately create and manage support cases with categorization to help drive critical customer, product, and escalation analytics used by cross-functional departments and senior leadership.Consistently meet daily / weekly KPIs and customer quality goals.Be a strong team player willing to help team and department peers.Reliable attendance. Consistent attendance is super important on our team! We believe in, and advocate, work-life balance.Seek out opportunities and contribute to workflow process improvements with constructive suggestions and forward-thinking plans.Work collaboratively with internal teams (sales, billing, operations) to support business development efforts for both small, medium, and enterprise accounts.Serve as the customer experience ambassador when collaborating with other departments on new initiatives and projects.Build customer loyalty by building rapport with customers and help resolve business, technical and billing issues.Advocate for excellence in every aspect.Flexibility! With the current events of COVID and the general needs of a fast-paced, growing company flexibility is paramount! The ability to work from home or in an office environment, adjust break and lunchtimes for coverage, or to work a staggered work schedule which may include working on-call during off-hours, weekends, or holidays.
What You Need for this Position
+3 years of experience in a technical support/helpdesk role troubleshooting Windows or Mac environments (or equivalent).Familiarity with wireless networks, mobile devices preferred.High technical proficiency and excellent problem-solving skills and analytical abilities.Strong interpersonal and communication skills required. Clear and effective verbal and written skills. The ability to communicate technical information to non-technical customers in an efficient way.Demonstrate a customer-centric mindset.Demonstrate the ability to solve technical problems and provide effective solutions.Strong attention to detail and desire to thrive in a fast-paced environment.Good organization and ability to perform multiple tasks simultaneously.Strong work ethic, proactive at identifying and resolving issues, self-motivated, and resourceful.Familiarity with CRM systems (e.g., Salesforce), a plus.Demonstrate the ability to advocate improvements as a Voice of the Customer ambassador.
What's In It for You
- Competitive salary and stock options- Full benefits package including parental leave, 401k, flexible remote work, generous PTO- Health benefits including paid maternity and paternity leave, medical, vision, disability and life insurance- Free on-site weekly yoga and meditation classes hosted by ZUM fitness, and discounted memberships to Soul Fitness and CorePower Yoga- A brand new office with easy beachfront park access!- Stipend for transportation and cell phone usage- A culture of transparency and open communication, including a catered weekly lunch meeting hosted by the CEO- Values-based leadership and a commitment to building diversity and inclusion

So, if you are a Technical Support Specialist with experience, please apply today!
- Applicants must be authorized to work in the U.S.
CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Keywords: CyberCoders, Seattle , Technical Support Specialist, IT / Software / Systems , Seattle, Washington

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