Responsibilities

• Resolve complex technical issues and maintain high customer satisfaction for over 200 customers
• Provide technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
• Take ownership of technical issues and work with our Tier-2 team to resolve more advanced issues, when necessary
• Conduct screen share sessions with our top enterprise brands
• Be able to multi-task and prioritize incoming tickets both via our chat and support portal
• Participate, and eventually lead, in the support organization’s internal initiatives

Requirements

• 2 years of experience in a similar role in a SaaS or web company
• Application support hands-on experience (not IT / not helpdesk support)
• Excellent verbal and written communication skills in English
• Browser Dev Tools Troubleshooting - Big Advantage
• HTML / CSS / JavaScript knowledge
• Familiarity with API/SDK
• Troubleshooting skills with strong hands-on experience
• Strong time management capabilities, ability to prioritize, and manage a queue of tickets
• Available for full time position - Monday -  Friday (one of 3 shifts a day - 07:00-16:00 OR 12:00-21:00 OR 15:00-24:00)