Tier 2 Technical Customer Support Specialist

3 months ago

Toronto, Canada Rewind Software Full time

**Company Description**
Rewind is a service that protects the critical data that powers businesses of all sizes. Our focus is on backing up data that lives in the cloud - in apps like Jira, GitHub, Confluence and Shopify. We are backed by Insight Partners, Inovia, Bessemer and Atlassian Ventures and are proud to be recognized as one of Canada's 50 fastest growing technology companies (2023 Deloitte Fast 50). We invite you to read our startup story to learn where we came from and where we’re going.

Read about our mission, story and values here.
To find out more about our perks, click here.
Some of our Blogs might help you get a better understanding of what we do here. You can find them all here.

**Thriving at Rewind**:
We embrace the fast-paced, ever-changing nature of startup life. If you love working with speed, agility, and creativity, you’ll feel right at home here. Here's what it takes to succeed with us:

- ** Team-First Mentality**:We put teamwork at the core of everything we do, believing that we are better when we are together. Success is shared, and when the team wins, we all win.
- ** Performance-Driven Mindset**:We are proactive, goal-oriented, and focused on delivering tangible, high-quality results. We go beyond meeting expectations - we aim to exceed them.
- ** Flexible Work-Life Approach**: We encourage balance and understand the need to recharge. While we stay agile for urgent needs, we make sure there's time to recover and enjoy life.
- ** Customer Centricity**: Our commitment to customers shapes everything we do. We listen, build relationships, and innovate - from our dedicated customer support team to our engineers, everyone at our company is focused on solving problems that matter most to our users.
- ** Taking Initiative**:We value ownership and proactive problem-solving. We encourage team members to think creatively, take ownership, and lead improvements. Your ideas and actions drive our success.
- ** We Make Time for Fun**: We work hard and make time to enjoy the journey. It’s not just about hitting milestones—it’s about making the experience rewarding along the way.

**This is a full-time on-site position based in Toronto with potential growth to include on-call rotations, weekend support, and expanded hours of operation. Some work on statutory holidays may also be required.**

**About You**

You have a relentless focus on the customer and do whatever you can to make sure their experience with Rewind is the best it can possibly be at all times. You possess the technical expertise to troubleshoot complex issues through a variety of methods including the usage of SQL to understand how to unblock customers and then work with our Tier 3 Customer Engineering team to document root cause issues for preventative work in the future. If you ever suspect an issue may be more easily or quickly resolved by jumping on a call, you won’t hesitate to offer one and work through issues real-time. Finally, you’re a player-coach who enjoys helping teach and guide others how to find information or resolve issues more effectively.

**A Typical Day**:
**Solving complex technical issues and working with customers**:Dive into advanced problems and drive empathy with customers to provide outstanding levels of customer service.
- Investigating and resolving escalated tickets that require complex troubleshooting techniques including but not limited to running SQL queries, executing scripts and more
- Breaking down technical concepts into clear, digestible steps, personalizing communication to ensure customer understanding.
- Using empathy and active listening to build strong relationships with customers, ensuring they feel supported throughout their journey with Rewind.

**Supporting Tier 1 agents and documenting processes**: Act as a mentor and resource for your teammates while sharing knowledge with the broader team.
- Providing guidance and troubleshooting support for Tier 1 agents as they work through customer issues, helping them learn along the way.
- Assisting in documenting technical processes and creating knowledge base content to ensure Tier 1 agents can handle a broader range of issues independently.
- Offering input on best practices for handling complex cases and system workflows, ensuring consistency across the team.
- Building scripts to automate repetitive tasks and improving the efficiency of support workflows.
- Identifying and integrating additional tools into our Zendesk interface, improving agent efficiency and customer experience.
- Analyzing support data to uncover trends, optimizing processes, and delivering insights to management.

**Collaborating with internal teams and customers**: Work closely with Product, Engineering, and customers to ensure smooth resolutions.
- Collaborating with the Tier 3 and Engineering teams on issues that require deeper technical expertise and development knowledge.
- Escalating high-priority or complex technical cases when needed, while keepi

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