Technical Support Agent (Remote - ET Based)

Military, Veterans and Diverse Job Seekers
San Diego, CA
Job Description
The Technical Support Agent reports to the Lead Technical Support Agent and is part of the Customer Success Team, supporting customers by addressing customer support requests and collaborating with multiple teams to achieve high levels of customer delight.

Requirements

  • Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaints
  • Serve as the technical support hotline on-call person during pre-defined technical support hours
  • Improve service desk responses and contribute support-related articles to a knowledge base platform
  • Adhere to and contribute to the continuous improvement of our Quality Management System
  • Collaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedback
  • Support the QA team in reproducing issues when needed
  • Provide metrics and insight into customer inquiries, feedback, and complaints
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