Technical Support Specialist

Job Description

As a Technical Support Specialist, you'll be at the forefront of assisting Workyard users. Your primary responsibilities include: Actively managing phone and chat queues during scheduled shifts to promptly address user inquiries. Handling a substantial volume of real-time customer interactions while maintaining excellent response times and availability. Helping customers with general questions about product usage, offering clear and concise guidance. Diagnosing basic technical issues and providing step-by-step instructions for resolution. Troubleshooting GPS and location-related problems on both mobile and web applications. Aiding users with geofence setup and addressing any related issues. Answering questions related to expense products, including card activation and usage instructions. Addressing fundamental form-related inquiries and providing assistance as needed. Escalating intricate or highly technical issues to Tier 2 support or other specialized teams for further assistance. Addressing customer inquiries pertaining to invoices and charges. Explaining billing adjustments in a clear and professional manner. Identifying and resolving duplicate user profiles to ensure data accuracy. Collaborating with internal teams, such as Tier 2 support, Engineering, Revenue, Implementation, and Sales, to facilitate comprehensive issue resolution. Providing thorough issue escalations, including relevant context, detailed notes, and clear reproduction steps. Accurately documenting all customer interactions within the support system to maintain comprehensive records. Consistently meeting or surpassing established targets for response time and issue resolution.

Qualifications

1. Possess excellent verbal and written communication skills to effectively assist users. 2. Demonstrate the ability to multitask across multiple conversations, managing both chat and phone interactions. 3. Exhibit a customer-centric mindset with strong problem-solving capabilities to address user issues effectively. 4. Possess basic technical troubleshooting skills to diagnose and resolve common problems. 5. Thrive in a fast-paced, high-volume environment, adapting to changing priorities. 6. Previous experience in customer support or a call center is preferred. 7. Familiarity with SaaS or workforce management tools is advantageous. 8. Experience with CRM or support ticketing systems is preferred. 9. Fluency in Spanish is a significant advantage.

Benefits

- Comprehensive benefits package including Aetna medical, dental, and vision coverage. - Flexible Spending Accounts (FSA) for healthcare and dependent care expenses. - Teladoc virtual care services for convenient access to healthcare professionals. - One Medical membership for primary care and wellness services. - Kindbody family-building support for fertility and family planning needs. - Employee Assistance Program providing confidential counseling and support services. - 401(k) retirement plan through Empower to help you save for the future. - Pre-tax commuter benefits for employees based in the San Francisco office.