Technical Support Specialist

Paubox, Inc.; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative startup is seeking a Tech Support Specialist to join their fully remote team. This role involves providing exceptional Level 1 technical support to B2B customers, ensuring their satisfaction through effective communication and problem-solving. You'll have the opportunity to contribute to a mission-driven company that values customer feedback and embraces a diverse, inclusive remote work culture. With a focus on professional development and a supportive environment, this position offers a chance to grow your skills while making a meaningful impact in the healthcare communication sector.

Benefits

Fully remote work environment

Dental and vision insurance

401(k) retirement account

28 days sick and vacation time

8 paid annual holidays

Company-provided Macbook

$500 quarterly stipend for professional development

Qualifications

• Experience providing support to B2B SaaS customers.
• Excellent written and verbal communication skills.

Responsibilities

• Providing Level 1 technical support.
• Owning, investigating, and resolving technical issues.
• Delivering an A+ customer experience.

Skills

Technical Support

B2B SaaS Support

Communication Skills

Problem Solving

Customer Service

Tools

Hubspot

Job description

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.

• 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

• 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!
• Dental and vision insurance through Guardian
• 401(k) retirement account
• Sick and vacation time totally 28 days per year
• 8 paid annual holidays
• Company-provided Macbook
• $500 quarterly stipend for professional development