Technical Support Specialist I

Resonsibilities

Provide technical software support to our customers on a variety of integrations with Highspot, including Email, CRM, SSO, and CMS systems
Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
Responsible for triage and owning a wide variety of customer requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
Optimize and leverage our internal and external Support documentation
Act as a liaison between customers and engineering when necessary, to resolve difficult technical issues faced by our customers

Required Qualifications

3-5+ years of technical customer support experience (ideally supporting the end-user of a technical product)
Open to rotational shifts
Learn it all, not know it all mentality
Experience with/familiar with ticketing systems such as Zendesk (ServiceNow, ConnectWise, Jira Service Desk, HubSpot, etc)
Experience with/familiar troubleshooting applications such as Outlook, GMail, Zoom, MSTeams
Strong desire to serve and help others
Experience in HTML and CSS scripting languages preferred, not required
Proven ability to troubleshoot and identify the root cause of issues in complex enterprise systems
Experience working with Mac, Windows, iOS, and Android platforms
Exceptional problem-solving skills and cool under pressure
Insatiable curiosity and the desire to learn it all
Comfortable and confident in written and verbal communication with internal and external customers (Bonus points for fluency in a second language!)
Entrepreneurial with a strong interest in working for a fast-paced startup in hyper-growth