Technical Support Specialist

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Job Description

About our team: 

We are a small support team with a passion for assisting our customers and being their #1 advocate. We work together to troubleshoot and brainstorm how to resolve hard-to-solve cases as a team. 

We are looking for an experienced chat advisor to join us. 

Some great skills to bring with you: 

• Excellent communication skills and the ability to adjust to a customer’s technical level when providing “how-to’s” and technical support via chat.

• A keen eye for spotting emerging trends or recurring issues early on, allowing proactive measures to be taken. This helps in improving product usability, preventing larger problems, and enhancing customer experience.

• A collaborative mindset, actively working alongside teams from product, engineering, marketing, and account management at TextExpander. This ensures that every department is aligned to meet customer needs and deliver a seamless, high-quality support experience.

• Proven ability to consistently meet and exceed key performance indicators (KPIs), such as response times and customer satisfaction scores, by efficiently managing support inquiries and delivering timely, accurate solutions that delight customers.

What a day on TextExpander’s Technical Support Team looks like: 

A day in the life of a technicalcustomer support specialist at TextExpander starts by diving into a queue of customer chats. You’ll handle over 60 conversations a day, addressing everything from troubleshooting technical issues to answering account and product-related questions. Each interaction is an opportunity to provide clear, step-by-step solutions, ensuring customers leave the chat with their problem solved and a smile on their face.

Throughout the day, you'll collaborate with internal teams, sharing insights and providing support when needed. As you work through chats, you'll also be gathering key information to assist in more complex escalations, ensuring that when an issue needs to be passed along, it’s fully detailed and ready for a quick resolution.

By the end of the day, you'll have helped dozens of customers, contributed to the team’s success, and gained new insights into how we can continuously improve our product and support experience.

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Job Requirements

While not required, it would be nice if you knew a bit about the following tools: 

• Intercom

• Jira

• Slack

• Zoom

Needed for the job: 

• High-speed, reliable Internet connection

• 2+ years in technical support of a SaaS product, preferably via chat

• Experience working with macOS, iOS, Windows, Android

• A great attitude and an eagerness to learn and solve problems 

• The ability to collaborate cross-functionally

Preferred for the job: 

• 2+ years working remotely

• Strong interest in productivity / working smarter

• Passion for your work and self-motivation

Benefits:

• High level of autonomy in your role

• Motivated and creative teammates

• Flexible schedule

• Employment benefits:

  • Healthcare reimbursement plan (ICHRA plan)

  • Paid vacation and sick leave

  • 401(k) plan

  • Company-paid Short- and Long-term disability plan

• Paid parental leave

• Salary: $45-60k annually, based on experience

TextExpander is currently only hiring in Canada or one of the following US states: AR, CA, CT, FL, IA, ID, IL, KY, MA, MN, MT, NC, NJ, NY, NH, OK, OR, SC, TN, TX, UT, VA