Technical Support Representative

卡歡物; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking an experienced Technical Support Representative to join their fully remote team. You will be responsible for resolving complex technical issues, enhancing customer relationships, and improving support processes. This role requires at least two years of experience in customer-facing technical support, preferably with SaaS products. The position offers a collaborative work environment, stock options, comprehensive health insurance, and generous paid time off.

Benefits

Stock options

Unlimited Udemy courses

Performance-based bonuses

401(k) with 6% company match

Health insurance

Paid time off

Sick leave

Mobile allowance

Qualifications

• At least two years of customer-facing technical support experience.
• Fluent in English, both written and spoken.

Responsibilities

• Provide support via email, phone, and chat.
• Collaborate with product and engineering teams to identify bugs.
• Document troubleshooting steps and resolutions.

Skills

Customer Support

Technical Troubleshooting

Time Management

Communication

AWS CloudWatch

Zendesk

Education

High School Diploma

Tools

JIRA

Job description

Job Description

We are hiring an experienced Technical Support Representative to support our growing software business. The position is remote and will be working EST hours.

Who We Are:

Founded in 2016, Sakari is an omni-channel communication platform used by businesses around the world to communicate with their customers. We're growing rapidly and plan to expand our channels, integrations, and AI-powered chatbots. We serve thousands of businesses across more than 40 countries, with headquarters in San Francisco.

You can learn more about us here: https://sakari.io

About the Role:

The Customer Support Representative is responsible for creating and fostering excellent relationships with our customers from their first interaction with Sakari. You will resolve complex technical issues in a fast-paced environment and help improve support processes, standards, and strategies. You will be a key representative of our company, shaping the user support experience with Sakari.

Working Shift:

This role is remote, working Monday – Friday, 8 AM to 5 PM EST.

What You’ll Do:

• Provide support via email, phone, and chat.
• Collaborate with product and engineering teams to identify bugs and troubleshoot complex issues.
• Report, investigate, and record customer issues.
• Document troubleshooting steps and resolutions.
• Update the ticket system to reflect accurate support statuses.
• Create Knowledge Base articles to improve support resources.
• Continuously improve Sakari, customer experience, and your own skills.

What You’ll Bring:

• At least two years of customer-facing technical support experience, preferably with SaaS products.
• High school diploma, GED, or equivalent.
• Ability to quickly learn new software.
• Proactive attitude with excellent time management.
• Fluent in English, both written and spoken.
• Ability to explain technical concepts to non-technical audiences.
• Experience troubleshooting advanced technical issues.
• Experience with AWS CloudWatch.
• Experience with systems like Zendesk, JIRA, or similar bug tracking tools.

Nice-to-Haves:

• AWS Cloud Practitioner Certification.
• Experience with MongoDB and NoSQL queries.
• Experience working cross-functionally with engineering teams.

Life at Sakari:

• Schedule: Monday – Friday, 8 AM to 5 PM EST.
• Remote work: Fully remote team.
• Stock options: Ownership through stock grants.
• Work environment: Casual and collaborative.
• Team trips: At least one all-expenses-paid trip annually.
• Training: Unlimited Udemy courses.
• Bonuses: Performance-based bonuses.
• Retirement: 401(k) with 6% company match, no vesting period.
• Hardware bonus: $500 for new hardware.
• Health insurance: Comprehensive coverage, Sakari covers 99% of premiums.
• Life insurance: $50,000 paid by the company.
• Holidays: Nine paid holidays.
• Paid time off: Three weeks of vacation.
• Sick leave: Six days paid sick leave.
• Mobile allowance: $50/month.