Support Expert for Cloud-Based Work Execution

hace 14 horas


San José, San José, Costa Rica Smartsheet A tiempo completo
About the Role

Energized by delivering exceptional support and solving complex problems?
As a Technical Support Specialist at Smartsheet, you will play a pivotal role in empowering our customers to achieve their best work.

Your Responsibilities
  • Deliver top-notch support to our customers via phone and webform submissions, ensuring timely resolutions and high service standards.
  • Be the face of Smartsheet Support, fostering a positive customer experience through proactive engagement and effective issue resolution.
  • Connect with customers to understand their unique needs, providing personalized solutions that instill confidence in our support and product.
  • Maintain Enterprise-level service quality by adhering to performance metrics on speed, resolution, and accuracy.
  • Contribute to process improvements by identifying areas where procedures can be enhanced.
  • Foster a collaborative environment by sharing feedback on team processes, peers, and leadership.
  • Achieve performance goals in key areas, including customer satisfaction, quality assurance, and attendance.
Requirements
  • Excellent command of English (B2+ level) for both written and spoken communication.
  • Exceptional customer service skills, demonstrated through written and verbal interactions.
  • Prior experience in customer-facing roles, supporting diverse backgrounds and locations.
  • Technical support experience in a SaaS environment.
  • Flexibility in working hours, as this role may require extended hours outside standard business hours.
Benefits and Perks
  • Fully paid health and life insurance for full-time employees and family members.
  • Monthly stipend to support work and productivity.
  • 12 days paid vacation, plus flexible time away program.
  • 20 weeks fully paid maternity leave.
  • 12 weeks fully paid paternity/adoption leave.
  • Personal paid volunteer day to support community involvement.
  • Access to LinkedIn Learning online courses for professional growth and development.
  • Company-funded perks, including counseling membership and personal Smartsheet account.
  • Teleworking options from registered locations in Costa Rica (role-specific).
About Smartsheet

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with talented employees. We provide employment opportunities without regard to any legally protected status, in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to ensure a comfortable and positive interview experience, please let us know.



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