Technical Support Specialist I

hace 2 meses

San Francisco, Heredia, Costa Rica Smarsh A tiempo completo

At Smarsh, we empower our customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6,500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal, or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

As a member of our Incident Management team, you will provide industry-best service to customers and partners using Smarsh products and services. Your focus will be to ensure timely response and rapid resolution of inbound requests. The Technical Support Specialist I will apply product and industry expertise to actively diagnose, troubleshoot, and resolve the most complex/advanced customer/technical issues.

Key Responsibilities:

  • Provide frontline support for Enterprise products or backline support for SaaS-hosted solutions or Enterprise products.
  • Work on or manage assignments that are complex in nature where independent action and a high degree of initiative is required in resolving problems and developing solutions.
  • Troubleshoot Linux-based systems with the ability to identify and resolve system-related issues, analyzing logs and hardware problems, working alongside the platform and Data Center, Database, Networking, Client Success, Project, and Engineering teams.
  • Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web, and community.
  • Develop broad and deep expertise for an array of assigned products to maximize first contact resolution.
  • Participate in the culture of continual service improvement within the Smarsh operations team.
  • Influence the support organization to deliver quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
  • Proactively communicate with customers by sharing information to display a sense of transparency, following security and communication guidelines.
  • Effectively manage cases to ensure timely customer status updates and ultimate resolution.
  • Log and track cases using JIRA, maintaining detailed documentation of all interactions and statuses throughout the lifecycle of the issue.
  • Review and publish documentation of applicable solutions for reusability for faster responses to recurring issues.
  • Promote adoption and success of customers and partners using self-service offerings, including knowledge base, community, and training resources.
  • Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.
  • Develop product, policy, and process improvements that improve the customer experience.
  • Follow required policies and processes to maintain compliance with information security and data protection requirements.

Requirements:

  • Possess a passion for helping customers succeed.
  • Exhibit excellent verbal, written, and interpersonal communication skills.
  • Display strong diagnosis and problem-solving abilities.
  • Show time management and critical thinking skills.
  • Possess a Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.
  • Have 1+ years of experience in a customer-facing role.

About Our Culture:

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