Technical Support Representative (Pacific Time Zone)

Join our Technical Support team as a Technical Support Representative, where you will provide exceptional customer service to clients worldwide. In this fully remote position, you will be responsible for answering product queries, troubleshooting email delivery issues, and escalating complex concerns. You will collaborate with various teams to drive continuous improvement processes and champion client issues and feedback.

• 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.
• You have 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
• You are quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently
• You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions, to not only delight the client, but to correctly identify trends and better internal information to make data-driven decisions
• You are an excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information
• You are patient, personable, and have a great sense of humor. You thrive on winning together as a team
• You are a maven in customer support, driven by client satisfaction and product adoption
• You have experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail, and can assist users with configuration, connectivity, and general email-related issues
• You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc
• You have experience with AI, are able to effectively prompt, interpret, and humanize responses
• You are proficient with HTML and JSON analysis