IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
About the role
- Technical Support Specialist role at Highspot helping customers through technical issues. Providing support through various integrations and collaborating with internal teams.
Responsibilities
- Provide technical software support to our customers on a variety of integrations with Highspot, including Email, CRM, SSO, and CMS systems
- Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
- Responsible for triage and owning a wide variety of customer requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
- Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
- Optimize and leverage our internal and external Support documentation
- Act as a liaison between customers and engineering when necessary, to resolve difficult technical issues faced by our customers
Requirements
- Technical customer support experience (ideally supporting the end-user of a technical product)
- Open to rotational shifts
- Learn it all, not know it all mentality
- Experience with/familiar with ticketing systems such as Zendesk (ServiceNow, ConnectWise, Jira Service Desk, HubSpot, etc)
- Experience with/familiar troubleshooting applications such as Outlook, GMail, Zoom, MSTeams
- Strong desire to serve and help others
- Experience in HTML and CSS scripting languages preferred, not required
- Proven ability to troubleshoot and identify the root cause of issues in complex enterprise systems
- Experience working with Mac, Windows, iOS, and Android platforms
- Exceptional problem-solving skills and cool under pressure
- Insatiable curiosity and the desire to learn it all
- Comfortable and confident in written and verbal communication with internal and external customers (Bonus points for fluency in a second language!)
- Entrepreneurial with a strong interest in working for a fast-paced startup in hyper-growth
Benefits
- Equal Opportunity Employer
- Emphasizes diversity
- Encourages applications from all backgrounds
- Motivational language to apply even without complete qualifications
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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