Technical Support Expert 3

Details

• Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers
• Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequencesCollect, document, and collate feedback for continuous improvement
• Own customer communication and ticket handling during account administration and billing-related incidents
• Evaluate various circumstances and apply credits or refunds as designated within policy.
• Troubleshoot complex issues, including technical components, to ensure proper functionality.Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures
• Deliver training on specific topics to help the development of peers
• Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira)
• Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more
• Act as a point of contact for senior leadership escalation support when necessary
• Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc.
• Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support
• Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training
• 5+ years of relevant experience
• Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results
• Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis
• Experience with Salesforce, Zuora, or other financial management software.
• Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA)
• Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
• Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression (Combined the two general communication/writing points)
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Ability to create, verify, identify gaps and process technical documents
• Ability to de-escalate tense or challenging customer situations in a live environment
• Proficiency with Excel, SQL, database queries, ZenDesk
• Knowledge and experience in tools like Airtable, Trello or Asana
• Working knowledge of JIRA with a plus for JIRA Administration
• Active contributor to self-help resources and content creation (Wiki, macros, KB, etc.)