About the Role
We’re seeking a skilled and customer-focused Technical Support Agent to join our dynamic support team. In this role, you will provide expert-level assistance on complex technical issues escalated from our Support agents or triaged directly with customers.  You will assist customers with complex inquiries, and ensure a seamless experience for users of our software. You’ll play a critical part in helping our customers maximize their impact by delivering timely, effective, and empathetic support.The ideal candidate has deep technical expertise, excellent problem-solving skills and has a strong customer-first mindset.Key ResponsibilitiesDeliver exceptional technical support via email, chat, and other communication channels.Diagnose and resolve complex technical issues involving software, hardware, or network configurations that could not be resolved by Level 1 or 2 support.Use tools like Postman and APIs to troubleshoot and resolve integration issues.Clearly explain technical concepts to non-technical users and provide advanced technical guidance and solutions to customers as needed.Act as an escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders.Collaborate with engineering teams to address and resolve product bugs or systemic issues.Manage and track support tickets using CRMs and tools such as HubSpot, Zendesk, Jira, and Front.Troubleshoot and analyze technical issues involving JSON, XML files, HTML, and CSS.Document resolutions, technical tips, and workflows to improve team knowledge and reduce future escalations.Conduct training sessions or mentoring for Level 1 and Level 2 support staff to enhance their technical expertise.Leverage knowledge bases and online resources to resolve customer issues effectively.Balance and prioritize multiple tasks and inquiries in a fast-paced environment.Stay up to date on product knowledge and industry trends to deliver informed support.
