Support Technician managing hybrid IT support for First Focus, Australia’s top MSP. Handling Microsoft technologies and troubleshooting networking issues in a collaborative environment.
About the role
- Technical Support Engineer providing customer support for an AI contracting platform. Responsibilities include troubleshooting technical issues and collaborating cross-functionally to ensure customer satisfaction.
Responsibilities
- Provide responsive and exceptional support to new and existing customers via email and phone.
- Evaluate, troubleshoot, replicate and document product bugs for further escalation to Engineering.
- Work cross-functionally with Customer Success Managers and Legal Engineers to create an exceptional post-deployment customer experience.
- Identify and author knowledge base articles for product features and FAQ's and how-to.
- Leverage your customer interactions to help improve product roadmap and customer experience.
- Develop and document best practices for support process improvements and triaging of product feedback and enhancements.
Requirements
- 2+ years of experience in a customer service and/or technical support role.
- Strong technical aptitude and exceptional communication skills (written and verbal).
- An empathetic mindset with the drive to advocate for our customers.
- Ability to appropriately prioritize and escalate customer issues.
- Excellent troubleshooting and deep analytical skills.
- Experience and desire to work cross-functionally.
- Team and goal-oriented. High output; low ego.
- Live chat experience.
- Basic knowledge of ServiceCloud or other customer service software.
Benefits
- 100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
- Market-leading leave policies, including gender-neutral parental leave and compassionate leave
- Family forming support through Maven for you and your partner
- Paid time off - take the time you need, when you need it
- Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
- Mental health support through Modern Health, including therapy, coaching, and digital tools
- Pre-tax commuter benefits (US Employees)
- 401(k) plan with Fidelity with employer match (US Employees)
- Regular team events to connect, recharge, and have fun
- And most importantly: the opportunity to help build the company you want to work at
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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