remote
Technical Support Specialist - insiderone
Software Engineer
Seeking a Technical Support Specialist to provide excellent customer service and resolve technical issues for a leading marketing and customer engagement platform. Requires strong troubleshooting and communication skills.
About the role
Key Responsibilities
- Provide first-level technical support to customers via email, chat, and phone.
- Troubleshoot and resolve technical issues related to the Insider One platform.
- Document customer interactions and technical issues in a CRM system.
- Escalate complex issues to senior support engineers or relevant teams.
- Contribute to the knowledge base by creating and updating support articles.
- Assist in identifying recurring issues and suggesting product improvements.
Requirements
- Proven experience in a technical support or customer service role, preferably in a SaaS environment.
- Strong understanding of technical troubleshooting methodologies.
- Familiarity with CRM systems and ticketing tools (e.g., JIRA).
- Basic knowledge of SQL is a plus.
- Excellent communication and problem-solving skills.
Skills
customer supportcrmjirasql