Technical Customer Support Representative

Sync; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Specialist to provide exceptional assistance to clients using their cloud storage and sharing platform. In this remote role, you will be the first point of contact, resolving inquiries and ensuring customer satisfaction. Your expertise in troubleshooting and familiarity with various platforms will be essential in addressing technical challenges. Join a dynamic team that values flexibility and proactive problem-solving, as you support a vast client base and contribute to enhancing their experience with innovative solutions.

Qualifications

• 3-4 years of experience in technical support, preferably in cloud storage or SaaS.
• Strong familiarity with web applications, Windows, Mac OS, iOS, and Android.

Responsibilities

• Act as the initial point of contact for clients using our cloud storage platform.
• Utilize expertise in technical support to assist clients with various technical challenges.

Skills

Technical Support

Problem-Solving

Communication Skills

Cloud Storage Knowledge

Flexibility

Tools

Slack

Zendesk

Jira

Google Workspace

Office 365

Confluence

Job description

Responsibilities

• Act as the initial point of contact for clients using our cloud storage and sharing platform, ensuring their inquiries and issues are resolved efficiently.
• Utilize your expertise in technical support to assist clients with various technical challenges across different platforms such as the web, desktop and mobile.
• Employ exceptional written and verbal communication skills to effectively explain complex technical concepts in a clear and non-technical manner, catering to the customers understanding.
• Utilize your problem-solving skills and logical, methodical approach to identify patterns and find optimal solutions for clients technical concerns.
• Work closely with the product and engineering teams to document product bugs, feature requests and enhancements based on both internal and customer feedback.
• Assist clients through various support channels such as email, phone, live chat, and social media.
• Collaborate effectively in a team-oriented environment, seamlessly taking over and resolving support tickets previously handled by other agents.
• Work independently in a remote setting, demonstrating strong self-motivation, organization to manage tasks, meet deadlines and deliver exceptional technical support.

Qualifications

• Possess a minimum of 3-4 years of experience in technical support, preferably in the cloud storage or SaaS industry.
• Display a passion for technology and possess a strong familiarity with web applications, Windows, Mac OS, iOS, and Android
• Possess experience in troubleshooting SaaS, desktop and mobile applications
• Possess strong knowledge of cloud storage platforms such as Google Drive, Microsoft OneDrive, Dropbox, Box, etc.
• Proficient in tools such as Slack, Zendesk, Jira, Google Workspace, Office 365, and Confluence
• Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds.
• Showcase flexibility in working evenings, weekends, and holidays to ensure seamless support coverage.
• Exhibit a proactive attitude, an eagerness to find the best solutions, and a commitment to supporting over 2,000,000 companies of all sizes who rely on our cloud storage and sharing solutions.