Technical Support Representative
Alchemer is a company that empowers customers to do more with feedback. They are seeking a Technical Support Representative to provide exceptional service to customers worldwide, ensuring their happiness and success through effective problem-solving and technical support.
Responsibilities
- Enthusiastically support customers by phone, email, social media and other web-based tools
- Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner
- Work in a team environment to achieve shared goals
- Promptly escalate more complex problems to appropriate internal resources
- Participate in enhancing the product from initial design through testing and delivery
- Enthusiastically provide internal support for the application
- Continuously endeavor to improve the quality of our support and service, both internally and externally
- Provide on-call customer support on a shared rotation (approximately 4 times a year)
- Actively learn and become a Subject Matter Expert in one or more of our survey tools
- Responsible for holding to our Customer Service metrics
Skills
- You have a passion for customer service and a great love for helping people
- You are well-versed and comfortable with email and phone etiquette
- You have experience in customer service and maybe even technical support
- Ability to exercise creativity in problem-solving
- Ability to empathize with customers and convey confidence
- Independence to find your own answers and keep learning
- Ability to prioritize and get things done with many distractions
- Proficient in learning new software applications
- Most excellent written and verbal communication skills
- Aptitude to be a self-starter and you're flexible with frequent change
- CompTIA A+, Security+, or Network+ certifications
- Understanding of Digital (mobile) applications
- App stores and in-app purchases (Android and iOS)
- Familiarity with SQL, Java, Python, SDK Platform Tools, GitHub, Auth0
Benefits
- Health and disability coverages
- An incredible 401(k) option that includes a per-payroll match and immediate vesting
- Unlimited time off
- Twelve paid company holidays
Company Overview