Customer Support Resolution Specialist
hace 2 días
Smartsheet is a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale.
We are seeking a highly motivated Technical Issue Handler to join our Smartsheet Support team. As a key member of our team, you will be responsible for tackling complex technical issues with a high sense of urgency and ownership.
This role requires excellent written, verbal, and interpersonal communication skills, as well as the ability to demonstrate empathetic and confident issue ownership. You will also need to have confidence and strong interest in problem solving, as well as the ability to work independently or collaboratively in a fast-paced environment.
**Key Responsibilities:**
- Handle customer technical issues with a high sense of urgency and ownership
- Troubleshoot issues using internal & external documentation, analyze log files, use various tools and other resources to identify root causes and resolve customer issues
- Contribute to your team's goals by thoroughly researching, testing, and documenting your investigations as you collaborate with colleagues to help them progress their cases as well as your own
**Requirements:**
- 2+ years technical or customer support experience, or equivalent
- Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
- Confidence and strong interest in problem solving
- Excellent written, verbal, and interpersonal communication skills
- Ability to work independently or collaboratively in a fast-paced environment
**What We Offer:**
- Fully paid Health & Life insurance for full-time employees and family members
- Monthly stipend to support your work and productivity
- 12 days paid Vacation + Flexible Time Away Program
- 20 weeks fully paid Maternity Leave
- 12 weeks fully paid Paternity/Adoption Leave
**Estimated Salary:** $60,000 - $80,000 per year, depending on location and experience.
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