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Customer Support Technical Specialist
- Support
- Remote job
Job description
We are seeking a highly skilled and motivated Customer Support Technical Specialist to join our team. In this role, you will act as a liaison between the Customer Support and Engineering teams, by logging, triaging and tracking bugs and feature requests from customers.
Key Responsibilities
- Support the Engineering team in doing the first level triaging, troubleshooting of bugs and feature requests from customers
- Act as a diplomat and the face of the Customer Support team when interacting with Engineering team
- Document and distribute notifications to the Engineering team regarding open issues and workflow changes
- Track and communicate updates to the Customer Support team regarding bug fixes and product changes
- Become a master of our product to effectively troubleshoot any issues that may arise
Job Benefits
- Profit-sharing, distributed biannually
- Frequent promotions
- 4 weeks of vacation and paid sick days
- Extended health benefits
- Continued education allowance
- Annual fitness allowance
- Work from anywhere in the world
- Join a bootstrapped, product-focused, & customer-oriented team
Job requirements
- Bachelor’s degree in a relevant field or 2 years of equivalent work experience
- Experience diagnosing technical issues
- Stellar communication abilities, with the capacity to explain technical concepts in non-technical terms
- Exceptional organizational skills, with the ability to quickly reference past projects/issues to troubleshoot new problems
- Self-motivated, capable of working independently on incoming issues while knowing when to seek assistance if needed
- Naturally curious, innovative, and constantly seeking opportunities to optimize processes
Nice to Have:
- Previous experience with a bug/ticket tracking system
- Technical writing background
Preferred Qualifications:
- Experience in testing software and/or hardware
- Professional or personal experience with technology, preferably in Engineering or QA
- Effective troubleshooting skills with a deep curiosity to explore and resolve technical issues
- Experience working in a dynamic and ambiguous environment
About AgencyAnalytics
AgencyAnalytics is a reporting platform that helps digital agencies automate their client reporting.
We have been in business since 2010, are 100% employee-owned, and are growing fast. AgencyAnalytics is currently one of the few high-growth companies selected to participate in the Lazaridis ScaleUp program.
On top of being obsessed with building the best product possible and helping our customers succeed, we also pride ourselves on our company culture. From weekly happy hours, employee of the month awards, profit sharing, fitness allowances, and continued learning…we’re always looking for ways to take care of our team.
For anyone looking to continue building their career in SaaS, this is an opportunity to join a team that is dedicated to building a company you’ll want to stay at for years to come.
AgencyAnalytics is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal opportunities are available to all applicants regardless of race, color, religion, sex, age, marital status, gender identity, and any other characteristic protected by applicable law. We celebrate ersity and are committed to an inclusive environment among our team.