Technical Support Specialist

Freddie Mac; United States; Remote; USD 54,000; Full time

Job summary

Join a dynamic and innovative startup that is transforming secure communication in healthcare. As a Tech Support Specialist, you will play a crucial role in providing exceptional customer support in a fully remote environment. Your responsibilities will include resolving technical issues, ensuring customer satisfaction, and contributing to help documentation. This role is perfect for someone who thrives in a fast-paced startup culture and is eager to learn. With a focus on inclusivity and connection, this company offers a supportive workplace where your contributions will make a real impact. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional development.

Benefits

Fully-remote work environment

Healthcare coverage

Dental and vision insurance

401(k) retirement account

28 days sick and vacation time

8 paid annual holidays

Stock option grants

Company-provided Macbook

$500 quarterly stipend for professional development

Qualifications

• Bachelor's degree or relevant experience required.
• Experience providing B2B SaaS customer support essential.

Responsibilities

• Provide Level 1 technical support and resolve customer issues.
• Update and create help documentation for stakeholders.

Skills

Technical Support

Customer Service

Problem Solving

Communication Skills

B2B SaaS Support

Education

Bachelor's Degree

Relevant Experience

Tools

Hubspot

Job description

About Paubox

Paubox is a remote-first B2B startup changing the game around HIPAA compliant communication, providing secure communication for modern healthcare. We are a series A company with over 6,500 customers that leverages customer feedback to build innovative email security solutions that our customers love. Our patented email security features protect healthcare organizations from internal and external cybersecurity threats, all with an unwavering focus on ease of use, security, and reliability.

Pauboxers are an eclectic group of individuals from across the US, who find commonality in our customer-driven mission to make secure communication easier in healthcare.

At Paubox, we strive to create a remote workplace that is diverse, inclusive, and transparent. But being remote doesn't stop us from building connections! Pauboxers connect through casual non-work Slack channels, quarterly team bonding events, one-on-one virtual coffee chats, and the occasional team or company-wide offsite retreat.

About the role

We're looking for a Tech Support Specialist to join our fully remote support team. We support our customers via email, tickets, phone, and screen sharing sessions - and we take pride in taking care of our customers. Although this position is remote, you must be located and authorized to work in the U.S.

The required hours of work for this position are 8am-5pm pacific, Monday through Friday.

Your day-to-day

• Providing Level 1 technical support
• Owning, investigating, and resolving technical issues
• Escalating severe situations and any product issues
• Following up with customers to ensure customer satisfaction
• Updating and creating help docs as needed, for both internal end external stakeholders
• Delivering an A+ customer experience all day, very day

What you'll need to succeed

• Bachelor's degree or relevant experience
• Experience providing support to B2B SaaS customers
• Excellent written and verbal communication skills
• You're polite, friendly, and professional
• Ability to quickly learn technical skills
• Ability to understand customer concerns and problem solve

It would be great if you also have

• Experience with Hubspot
• Familiarity with email setup, configuration, and domain records
• Experience working with server logs and command line
• Experience working in a fast-paced startup environment

What you'll get from us

• A fully-remote work environment, no RTO here!
• Cigna or Kaiser Permanente healthcare coverage (location dependent)
• Dental and vision insurance through Guardian
• 401(k) retirement account
• Sick and vacation time totally 28 days per year
• 8 paid annual holidays
• Stock option grants
• Company-provided Macbook
• $500 quarterly stipend for professional development

Salary data for this role

• Annual base salary is $53,560
• Bonus potential up to $8,000 annually