Technical Support Specialist - II - Governance

July 13

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Smartsheet

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Modern work management platform

productivity • collaboration • achievement • innovation • effectiveness

1001 - 5000

Description

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned

Requirements

• Excellent written, verbal and interpersonal communication skills • 1+ years of  Technical or Customer support experience, or equivalent • Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource • Working knowledge of assigned feature a plus • Flexibility in your working hours as this position will require work outside of standard business hours • As required by law, US Citizens or Permanent Residents only are eligible to work in our Federal Government Segment.

Benefits

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees • Equity - Restricted Stock Units (RSUs) for eligible roles • Lucrative Employee Stock Purchase Plan (15% discount) • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay) • Monthly stipend to support your work and productivity • 15 days PTO, plus Incidental Sick Leave • Up to 24 weeks of Parental Leave • Personal paid Volunteer Day to support our community • Opportunities for professional growth and development including access to Udemy online courses • Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account • Teleworking options from any registered location in the U.S. (role specific) • US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans • US employees receive 12 paid holidays per year