Required Knowledge, Skills, and Abilities

• What You’ll Do

  • Drive resolution of technical escalations, including identification of root cause and issue resolution
  • Exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Provide technical mentoring to Tier 1 Support Agents
  • Set up our Tier 3 team for success
  • Provide well-thought out direction to help customers deploy and maintain the SkylerAI
  • Author and review knowledge base content to promote support scalability and improve self-service capabilities
  • Provide feedback within the organization about issues that can be addressed before they become serious or widespread
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvement

  What You’ll Need to Succeed

  • 2 or more years of experience in customer support, technical support, system administration or a related customer-facing role, with at least 2 years in a technical role
  • Knowledge of HTML, CSS and Javascript
  • Experience in developing and debugging client-side code using browser tools
  • Experience supporting SaaS applications
  • Passion for solving customer issues and advocating for their success
  • Excellent relationship with management and ability to provide stellar customer service in multiple forms (written, conference calls, in-person)