Job Description

• Provide world-class support via telephone, email, and chat - software applications
• Troubleshoot, diagnose, and identify issues through research, testing, and remote screen sharing
• Communicate with customers to answer product questions and diagnose technical problems
• Collaborate with the Engineering team to troubleshoot bugs and escalate issues
• Serve as the voice of the customer and collect feedback and feature requests to drive continuous improvement across all departments.
• Create and maintain customer resources, such as help articles and internal tools.
• Assist with data importing for customer implementations

• 1-3 years of experience in a customer-facing support role with technical support experience knowledge
• General knowledge of simple API, at least 2 years of experience working on simple API programs
• General knowledge of simple SQL, at least 2 years of experience working on simple SQL systems
• Advanced knowledge of G-sheet and MS Excel, at least 2 years experience working on the said programs
• Above average communication skills
• Self-starter and self-learner who is continuously trying to improve themselves and processes
• Prior technical support experience working directly with customers
• Has excellent communication skills – both written and verbal
• Is tech-savvy, adaptable, and comfortable with frequent product updates
• Has superior customer service skills – owns the ability to be responsive, compassionate, resourceful, and solution-oriented.
• Possess a love and understanding of software and emerging technologies
• Ability to utilize spreadsheet software (Excel, Google Sheets)
• Seeks and adopts improved approaches and processes.
• Results-oriented and takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Makes timely decisions, prioritizes effectively, solves problems, monitors results, and takes remedial action where necessary
• Able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.
• Knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
• Respectfully exchange information and propose a way forward. Listen to the views of colleagues and take in diverse perspectives.
• Shares knowledge and information fosters teamwork and contributes to a positive work environment where people want to come to work
• Acts with integrity and intent is accountable for own actions and behaves according to the company values

• Familiarity with Intercom and SQL
• Familiarity with APIs and reading the API documentation