Technical Customer Support Operations Specialist

Description

We are seeking a Technical Customer Support Representative to join our dynamic support team. The ideal candidate will play a crucial role in managing and resolving technical customer support tickets while contributing to an exceptional customer experience. This role is ideal for someone with a mid-level background in software product support, ticket management systems, and a passion for solving technical challenges. 

Technical Support & Ticket Management:

• Address and resolve support tickets during business hours while ensuring a seamless customer experience.
• Oversee and optimize the integration of ticket management platforms (e.g., Salesforce, Intercom, HubSpot) for efficient issue tracking and resolution.
• Develop and refine workflows for managing, triaging, and resolving tickets in collaboration with internal teams.
• Work closely with the product team, account managers, and clinical specialists to establish clear communication protocols for customer support cases.

Project Management & Process Optimization:

• Take ownership of IT support project management, ensuring smooth execution of technical implementations.
• Analyze support trends to identify areas for operational improvement and automation.
• Assist in defining and optimizing workflows for new and existing customer support processes.

3rd Party Vendor & Call Center Management:

• Act as the primary liaison for the 3rd party call center handling after-hours support, ensuring high service quality and adherence to SLAs.
• Establish and maintain escalation protocols between internal teams and the outsourced support provider.
• Continuously monitor and optimize the performance and integration of external customer support resources.

Growth & Leadership Potential:

• Ideal candidates will have a proactive mindset, leadership potential, and a passion for process improvement and cross-functional collaboration.

Requirements

Required Experience: 

• Proven experience in a technical support role with a focus on ticket management and resolution. 
• Familiarity with ticketing systems, customer communication tools, and CRMs such as Salesforce, Intercom, and Hubspot. 
• Background in supporting software products, with a strong ability to troubleshoot, document, communicate, and resolve technical issues. 

Preferred Skills: 

• Tech-savvy with a basic understanding of software or a technical background. 
• Experience with creating technical support resources, such as FAQs, troubleshooting guides, or training materials. 
• Strong organizational and multitasking skills to handle a high volume of tickets effectively. 

Bonus Points For: 

• Experience working directly on software products. 
• A demonstrated ability to understand and explain technical concepts to non-technical audiences 

Compensation and Benefits

• Salary: $59,000-$79,000
• Other Compensation: All Employee Bonus Program
• Flexible Time Off
• Sick Time
• 401K match
• Company Benefits include paid Medical, Dental, Vision, Short Term Disability, Long Term Disability, and Life insurance
• Paid Maternity, Paternity, and Adoption Leave
• Well-Being Benefit