Technical Support Specialist

United States of Americafull timeRemote

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entry

$56k–$64k

H1B: no

Greenhouse Technical Support Specialist at Greenhouse providing first point of contact support via email and online chat. Responsible for diagnosing and resolving customer issues with Greenhouse Suite products and collaborating with internal teams to improve product and processes.

Responsibilities

Serve as first point of contact for all technical support communications – primarily but not limited to email and online chat – to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately
Diagnose and resolve customer issues with products in the Greenhouse Suite, escalating as needed to ensure timely follow-up and satisfactory resolution
Expand your knowledge of our products and technical skills via both training and practical experience
Provide recommendations for continuous product and process improvement
Additional projects and responsibilities as business needs require
2+ years customer-facing work experience on both email and live chat channels, having live phone and video experience is a bonus
Experience using Zendesk required
SaaS experience
Excellent problem-solving and analytical skills
Proven perseverance when resolving customer requests
A passion for learning and sharing knowledge with others
Excellent written and verbal communication skills with the ability to convey complex information to technical and non-technical audiences