Technical Support Associate II
2 days ago
🏡 Remote – New York
Description
•Assist with day-to-day support operations •Triage, understand, and identify the client’s request(s) in a ticket •Troubleshoot and resolve a vast array of client tickets •Leverage multiple resources to coalesce information into actionable solutions •Manage ticket queues to comply with SLA policy and meet personal targets •Recognize and escalate urgent issues through appropriate channels •Collaborate with various teams to drive resolutions for client requests •Contribute to and help maintain a library of product documentation •Become an expert on Alloy’s products and educate audiences through multi-channel interactions •Schedule virtual calls with clients to troubleshoot or provide enablement •Participate in an on-call rotation to ensure client expectations are met •Participate in quarterly company-wide and/or team-wide events
Requirements
•2 or more years of experience in a client-facing role providing technical support for a SaaS product •Familiarity with Zendesk as a Support ticketing tool •Ability to internalize technical concepts and educate both technical and non-technical audiences •Previous working knowledge and/or experience with RESTful APIs and third-party integrations •Previous working knowledge in solving conditional logic problems containing multiple nested dependencies •Aptitude for solving technical challenges, particularly those requiring excellent troubleshooting skills •Empathetic and patient approach in delivering technical support •Outstanding interpersonal skills, both verbal and written •Excellent organizational skills and thrive in a fast-paced environment with competing priorities •Available to work: Monday - Friday: 8 AM - 5 PM or 9 AM - 6 PM EST •Availability for weekend and holiday on-call coverage on a rotating basis
Benefits
•Unlimited PTO and flexible work policy •Employee stock options •Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options •401k with 100% match up to 4% of annual employee compensation •Eligible new parents receive 16 weeks of paid parental leave •Home office stipend for new employees •Learning & Development annual stipend •Well-being benefits include access to OneMedical, Headspace, and more
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