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Technical Support Specialist
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Company : Trainerize
It's fun to work in a company where people truly BELIEVE in what they're doing
- We're committed to bringing passion and customer focus to the business._
**Job Description**:
INTRODUCTION:
We are seeking a talented individual to join our team as a Technical Support Specialist. In this role you will play a crucial role in providing advanced technical support to our customers and our Coach Support Team. Your responsibilities will include resolving complex issues, offering internal guidance to your peers in Coach Support, and collaborating with our quality assurance, development, and product teams to identify and escalate product defects. You will thrive in a fast-paced environment, leveraging your strong problem-solving skills and excellent communication abilities.
WHAT YOU’LL DO:
- Technical Support: Provide advanced technical assistance to customers who have complex issues that cannot be resolved by our Coach Support team.- Internal Guidance: Offer internal guidance to your peers in Coach Support to ensure they can quickly identify and escalate technical challenges.-
- Issue Escalation: Troubleshoot complex technical issues and escalate them to our Quality Assurance and/or development team, as necessary.- Expectation Management: Provide regular updates on issue resolution progress to manage customer and team expectations.- Documentation: Create and maintain technical support documentation, including knowledge base articles and FAQs.- Feedback: Provide valuable feedback to the product management team on client feature requests and product improvements.- Training: Participate in ongoing training and professional development to stay up to date on product knowledge and technical support best practices.- Onboarding: Contribute to the onboarding and training of other technical support escalation team members in our systems and operations.
WHAT YOU’LL NEED:
- 0-2+ years of experience in a technical support role.- Working knowledge of Android, iOS, Mac, and PC platforms and web browsers.- Strong technical skills, with experience in troubleshooting complex software issues.- Knowledge of software development life cycles and manual testing techniques.- Familiarity with support tools such as Jira, Zendesk, ClickUp, and Salesforce.
AND IT’S GREAT TO HAVE:
- Excellent communication skills, with the ability to explain technical issues to non-technical stakeholders.- Strong problem-solving skills and ability to work independently.- Experience in customer-facing and/or technical support roles with a strong customer-service focus.
WHAT’S IN IT FOR YOU:
- Purpose led company with a Values focused culture - Best Life, One Team, Growth Mindset.- Time Off - with our open PTO policy, you pick when you want time off when it’s best for you- Days of Disconnect - once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam.- Parental & Pawternity Leave - we offer leave for when your family grows by two feet or four paws- Fitness Perk - we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement.- Discounts - access to discounts with our partners, such as Dell, Microsoft & many more.- Medical/Dental/Vision coverage.- EAP - we get you help when you need it. Period.- Calm App +4 - enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16.- And more - so many benefits we couldn’t even fit them all here
We’re committed to diversity and passion, and encourage you to apply, even if you don’t tick all the listed skillsets
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABOUT ABC:
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_
