Technical Support Representative

Alchemer; Louisville (CO); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Health and disability coverages

401(k) with immediate vesting match

Unlimited time off

Twelve paid company holidays

Employee Participation Program

Job summary

Alchemer seeks a customer-focused professional to deliver exceptional service across phone, email, and social channels. You will resolve issues promptly, collaborate with teammates, and contribute to product improvements while maintaining high customer satisfaction metrics.

The role includes on-call responsibilities and a shift pattern moving from 9am–5pm in-office to a hybrid schedule in Louisville, Colorado after 90 days, with ongoing in-office requirements.

Qualifications

• Passion for customer service and helping people.
• Comfort with email and phone etiquette.
• Experience in customer service and possibly technical support.

Responsibilities

• Support customers by phone, email, social media, and web tools.
• Identify, analyze, and resolve technical and non-technical issues promptly.
• Collaborate in a team to achieve goals and escalate complex problems when needed.
• Contribute to product improvements from design through testing and delivery.
• Provide internal support and strive to improve service quality continuously.
• Maintain adherence to Customer Service metrics and participate in on-call rotations.

Skills

Customer service

Phone etiquette

Email etiquette

Problem solving

Communication

Self-starter

Tools

SQL

Java

Python

SDK Platform Tools

GitHub

Auth0

Job description

Be Curious

We ask questions, seek to understand others, and stay curious about the problems we solve. Curiosity fuels creativity and innovation - and helps us build better solutions.

Who You Are

Be Curious

We ask questions, seek to understand others, and stay curious about the problems we solve. Curiosity fuels creativity and innovation - and helps us build better solutions.

Customer First

We put people at the center of what we do - listening with care, acting with empathy, and going the extra mile to support those we serve. Customer First means understanding the needs of anyone we impact - whether that’s a customer, a coworker, or an end user - and doing right by them.

Own the Outcome

We take initiative and do what it takes to deliver results. With resourcefulness and resolve, we overcome obstacles, follow through on our commitments, and hold ourselves accountable - because each of us is empowered to make an impact.

About Alchemer

Alchemer empowers customers to do more with feedback. From a one-time survey to a powerful feedback program, Alchemer gives customer-obsessed teams the clarity to move from asking to action, driving their businesses forward. Alchemer serves more than 13,000 global Marketing, CX, HR, and Market Research customers, including many Fortune 500 companies. Alchemer is a KKR portfolio company. Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.alchemer.com).

What You Will Do

You will provide immediate and amazing service to our customers worldwide. You will champion customer happiness, satisfaction, and success through patience, understanding, and technical superpowers.

How You Will Spend Your Days

• this role is for the time shift from 9am-5pm Monday- Friday with 5 days in office for the first 90 days. After the first 90 days this role will be in office 4 days a week in Louisville, Colorado with shift times from 6:00AM-2:30PM.

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 escape 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

What You Bring To This Role

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.

In addition, you have the:

• 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.

Preferred Skills And Knowledge

• 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

Compensation for this position includes an hourly pay rate of $24.04, eligibility for an annual bonus, and eligibility to partake in the Employee Participation Program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.

Alchemer is taking applications for this position from candidates who reside in Colorado and who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.