Technical Support Specialist

Here at Crisp, we value the strength in teamwork, and strongly believe that it’s the key to Crisp’s success. By bringing together bright, motivated creators, wherever they live and work, we are leveraging humanity’s diversity of experience and background in order to understand the challenges facing our food supply, and solve them together. Come join us, and help build the type of business you’d like to be a part of.

We are a socially conscious, distributed team. We give you the opportunity to solve challenges in the global food industry while living where you’re most comfortable and working in areas where you can help foster and grow the community that you are a part of.

We believe in transparency, diversity, merit and fostering a culture of empowerment, personal impact and career growth. As one of our first customer support specialists, your decisions will have an outsized influence on the future of our support organization. 

Signs of a great candidate for a Technical Support Specialist:

• Friendly and eager to help. You enjoy working with people to solve their problems. Whether you’re sending a follow-up email or jumping on an ad-hoc support call, you’re always happy to help. You understand that you are often the face of the company and you appreciate the responsibility that comes with that. 
• Sharing knowledge.  You proactively share your knowledge by writing public and internal documentation. Your goal is to help future customers solve their problems independently with the help of a thorough and always up-to-date knowledge base. You also help your team and the organization as a whole by sharing your knowledge of customer needs internally via Slack, Productboard, or Notion.
• Organized and reliable. Your work is crucial not only for the success of our customers, but for the success of many other teams within the company as well. With many people relying on you to be successful themselves, your organization, reliability and consistency are critical. You are comfortable creating your own structure, processes and procedures to ensure that customers and team stakeholders can rely on you.
• Clear and articulate.  You can clearly communicate with our customers to ensure they are successful with using our product. You help voice the concerns of customers to product and engineering, so they can prioritize product updates and features to meet customer needs.  
• Third-party tools. We use Zendesk for our service desk and client-facing knowledge base. We also use Trello, Zoom, Slack, Jira and many other third-party tools to ensure our customers get fast, thorough support.  Knowledge of these tools is not a requirement - if you’re willing to learn, we’re willing to help.
• Start-up mode.  The team is still small and the product is fresh.  You’ll be able to exert a large amount of influence and contribute to decisions that will determine the future of the product and the team.

Key Job Activities / Responsibilities:

• Answering & triaging tickets 
• Escalating tickets to product & engineering via JIRA
• • Following up on submitted tickets to ensure responses and SLA adherence
• Managing internal customer support systems
• • Ticketing System - Zendesk
  • Client monitoring and alerting 
• Global Customer Communications 

Necessary Skills:

• Excellent written and verbal communication
• Troubleshooting and triage of problems 
• Problem solving and investigation 
• Basic technical skills and ability to learn and document processes
• Empathizing and de-escalating difficult client scenarios

Preferred Background/Experience:

• 1-2 years of experience responding to customer service and support
• Familiarity working with Walmart, another major retailer, or distributor such as UNFI or DOT Foods as a vendor or retailer Analyst.
• Technology background working with support is preferred 

Measurements of Success:

• CSAT 

Signs of a great candidate for Crisp:

• Collaborative. You kn