Technical Support Specialist - AppDirect

About AppDirect Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device – as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

As a Customer Support Representative, you will be an integral part of the PartnerStack Customer Success team. You will be responsible for assisting our customers and their partners in navigating and utilizing PartnerStack to grow their business. You will work collaboratively with the support team in a shared queue to provide accurate and timely resolutions and information to our end users. You will investigate and report bugs, and help to improve our support function through quarterly projects such as improving internal and external support documentation.

You are resourceful, independent, and good-natured with strong communication and customer support skills. You are a born problem solver, a driven learner and lead with empathy. You thrive when presented with something new to investigate and love finding solutions.

What you'll do and how you'll have an impact

• Interact directly with our customers and their partners via email (Zendesk)
• Troubleshoot technical issues and brainstorm solutions to address customers’ needs
• Communicate technical information and ideas in a clear and concise manner, proactively identifying and addressing communication gaps or breakdowns
• Delight our clients with your empathy, product knowledge, troubleshooting skills, and dedication to finding a resolution
• Investigate and escalate bugs to our T2 technical team
• Meet or exceed SLAs (service level agreements) for first reply and resolution times while maintaining ticket quality, and CSAT (customer satisfaction) scores
• Communicate effectively with internal stakeholders to advocate for customers needs
• Maintain help center and internal knowledge bases to ensure our customers and team have up-to-date and helpful information
• Be resourceful and self-self driven to accomplish your tasks
• Be a reliable team player working in a shared queue

What we're looking for

• 2+ years of software support experience, preferably in a startup capacity
• Outstanding customer service and written communication skills
• Strong positive positioning and conflict resolution skills that leave customers feeling valued and respected
• Proven internal communication skills in small and large teams