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Engineering

Technical Support Representative

Full Time - Austin, TX

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We are looking for a Technical Support Representative to provide assistance to our customers and internal teams. Technical Support Representative responsibilities include resolving issues with our mobile and web applications, working directly with QA and engineering, and provide clear resolutions to our end users. You will use email and chat applications to interact with our customers and internal teams until the issue is resolved. For more complex problems that require nuanced instruction, you will contact customers and internal teams to provide clear, written instructions about the solution. Ultimately, you will be a person our customers and internal teams trust. They will rely on you to provide timely and accurate solutions to their technical issues.

Responsibilities:

  • Research and identify solutions
  • Diagnose and troubleshoot technical issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track issues through to resolution, within agreed time limits
  • Talk customers through a series of actions, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. engineers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Document technical knowledge in the form of notes and manuals

Requirements:

  • Proven work experience as a Technical Support Representative, or similar role
  • Good understanding of web applications, mobile devices, mobile applications, and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with help desk software (eg. Zendesk, Jira, Confluence)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
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