Technical Support Specialist II

Job Title: Technical Support Specialist II

Department: Operations

About the Role: 

Unite Us is seeking a Technical Support Specialist II to join the User Support team. The Technical Support Specialist II will be responsible for delivering an exceptional user experience by resolving or properly escalating complex user issues. Specialists will engage with users to troubleshoot their questions and problems, educate users on proper workflows, investigate and create tickets, and collaborate with Customer Success and all necessary parties to deliver and communicate resolutions. Specialists will assist in help center and knowledge base content creation to improve user resources and mentor specialists to gain understanding on the Unite Us platform. Specialists lead and contribute to team projects focused on improving support process efficiency and effectiveness. The ideal candidate will have a background in software support and/or customer service within SAAS or other SPI models. The specialist must have outstanding communication and interpersonal skills, enjoy problem-solving, and excel at maintaining composure and professionalism at all times.

Primary responsibilities include:  Interfacing with customers and/or users, resolving user issues, investigating and escalating tickets, communicating priority items to the product team, connecting Networks, Customer Success, and other user facing team members, maintaining documentation, and responding to internal help channels in regard to feature functionality.

What You'll Do:

• Triage incoming ticket and user engagements, escalate issues to Tier 2, Customer Success, and Insights, as needed
• Mentor Technical Support Specialist Is to instruct users on proper software workflows or submit portal tickets as required
• Ensure user engagements in Intercom and Jira are appropriately assigned to Tier One Technical Support
• Review negative customer satisfaction survey results, identify solutions, and conduct follow up engagements with users to resolve issues and improve satisfaction
• Categorize customer feedback and CSAT remarks and deliver feedback to Product, Operations, Sales, or Customer Success.
• Monitor support spam inbox to correct and assign any received emails marked as spam by Intercom’s automation
• Manage and triage customer specific inboxes responding rapidly to avoid SLA infringement, delivering a high quality support experience, and efficiently escalating issues to support customer deliverables
• Monitor help channels in slack ensuring all internal questions receive an answer or coordinating with internal SMEs to provide the required information
• Mentor specialists on expert level technical support procedures including first meaningful response, quality, and ticket triage 
• Participate in user engagement and ticket quality reviews
• Responsible for reviewing and recommending customer set up configurations including integrations, screening updates, referral pathways, payment workflows, user management, and custom settings
• Participate in maximizing utilization of Help Center features and content. This includes articles, saved replies, automated workflows, integrated apps, conversation and ticket topics, messenger app features, and more depending on project objectives 
• Develop expert knowledge on the Unite Us user platform
• Manage Technical Support to Customer Success and Sales Engagement Tracker, and collaborate closely with those teams to ensure issues resolutions, qualified sales leads, and positive customer relations 
• Communicate resolutions with concise and clear language and receive confirmation from the user on the resolution
• Provide answers to clients by guiding them through corrective steps
• Research issues by collaborating with other internal resources when a solution is not readily available
• Employ strong attention to detail with focus on quality of work
• Establish ability to traverse technology, marketing, operations, and communications departments with ease
• Improve system performance by recognizing patterns, identifying problems and recommending changes
• Translate technical information and data into customer-friendly language, and vice-versa
• Accomplish organization’s mission by creating an industry-leading product support experience for clients
• Lead and contribute to Support team projects that improve team efficiency, quality, and effectiveness following project management standards
• Mentor and coach the Technical Support Specialists Team by facilitating knowledge sharing sessions and peer assistance programs. 
• SMEs (Subject Matter Experts) take ownership of different Unite Us products and platform features
• *Participate in after hours on call rot