[Remote] Technical Support Representative - Pacific Time Zone
Note: The job is a remote job and is open to candidates in USA. ContactMonkey is a company focused on enhancing employee engagement through innovative communication solutions. They are seeking a Technical Support Representative to provide exceptional customer service by resolving product queries and troubleshooting issues for clients worldwide, ensuring high levels of client satisfaction.
Responsibilities
- Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations
- Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience
- Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service
- Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency
Skills
- At least 1 year of professional Technical Support, Customer Service, Implementation or Success experience preferably in business end-user troubleshooting, and within a SaaS environment
- Excellent communicator, able to convey complex technical concepts into clear, actionable information
- Quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently
- Value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions
- Patient, personable, and have a great sense of humor
- Ability to build trust and positive rapport through helpful service
- Collaborate on process improvements and share insights with the team
- Experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail
- Familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc
- Experience with AI, able to effectively prompt, interpret, and humanize responses
- Proficient with HTML and JSON analysis
Benefits
- 100% employer-paid benefits + a Health Spending Account from day one
- Work from anywhere in the world for up to 4 weeks
- Stock option plan-own a piece of our success
- Generous vacation package to recharge and relax
- Personal development budget to fuel your growth
- One personal day and one volunteering day to give back to the community
- Your Birthday off—celebrate on us!
- Five health days per year to stay at your best
Company Overview