Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
We search a devoted, tech-savvy Technical Help Specialist (2nd Tier) to affix our rising SaaS platform crew. The function entails offering 1st and 2nd degree help for our LinkedIn automation & e-mail messaging platform. The profitable candidate will handle fundamental platform inquiries and extra advanced technical challenges, requiring data of SQL, databases, and improvement. You’ll work carefully with the Help Supervisor and different inside groups to make sure buyer satisfaction.
Duties:
1st Degree Help (Tier 1):
- Professionally deal with incoming buyer requests by way of e-mail, chat, and Google Meet.
- Present immediate troubleshooting help for frequent points akin to login issues, system configuration, and fundamental platform navigation.
- Stroll prospects by way of fundamental duties on the platform and clarify options.
- Collect obligatory buyer data to know and resolve their points completely.
- Escalate unresolved issues to the crew chief or inside groups (Growth, Gross sales, QA).
- Handle and prioritize a number of buyer inquiries.
- Document detailed notes for all buyer interactions within the ticketing system.
- Collaborate with different areas and help groups to sync up on advanced points.
- Subscription administration – Cancellations and expansions
2nd Degree Help (Tier 2):
- Examine extra advanced technical points that require a deeper understanding of the platform’s backend functionalities, APIs, and customized integrations.
- Analyze and resolve points associated to the database, queries, and knowledge inconsistencies utilizing SQL.
- Help with diagnosing software program bugs and liaising with the event crew to handle system-level defects.
- Present technical help for API and integration-related queries (e.g., customized proxy settings, IPs).
- Determine and implement options to recurring technical points, driving course of enhancements and enhancing the platform’s performance.
- Assessment log information and carry out detailed diagnostics on extra superior points.
- Conduct root trigger evaluation for escalated circumstances to make sure long-term resolutions.
- Help the event crew in testing patches, updates, and new function releases to make sure they align with buyer expectations.
- Create documentation on technical investigations.
Necessities:
- +4 years of expertise in Buyer Help (ideally in SaaS or B2B software program).
- Glorious communication abilities in each written and verbal English.
- Robust troubleshooting and problem-solving abilities.
- Expertise with ticketing programs, on-line chats, and managing e-mail help.
- Skill to deal with aggravating conditions, together with complaints and demanding prospects.
- Extremely organised and capable of multitask in a fast-paced setting.
- Tech-savvy with an inherent ability for shortly studying new instruments and applied sciences.
- Some understanding of relational databases, SQL, and expertise operating queries.
- Expertise diagnosing and resolving API and integration points.
- Familiarity with software program debugging and understanding of log information.
- It’s not important however preferable. I’ve expertise with customized integrations, APIs, IP configurations, and proxy administration.
- Skill to collaborate successfully with improvement and QA groups to resolve technical issues and carry out checks.
- Proactive in figuring out course of enhancements and providing options.
- Most significantly, impartial, given the worldwide distant crew and first US hours contact
What We Provide:
- Wage vary $25K & $30K
- 23 paid holidays + 8 financial institution holidays
- Formal coaching applications to develop technical abilities
- Profession development alternatives inside the firm
- A enjoyable, collaborative, and remote-friendly work setting
- L&D assets
Job purposes will solely be thought-about when submitted by way of the appliance hyperlink.