Technical Support Representative Entry

Technical Support Representative– Entry

Onsite Opportunity in McKinley Exchange Site

Focus Area: Ensures customer success for Platform customers, with a technical background, and appetite to drive change. Customer facing: Cases, Chat, Consults, Escalations and Issues management;

Responsibilities:

• Ensure customer success by answering and resolving technical support cases from (typically) valued customers via email, chat, and web, adhering to our response SLAs and maintaining a high level of customer satisfaction.
• Have or develop familiarity with key documentation related to the products under support; consistently direct customers to correct documentation in order to ensure customer success.
• Contribute to team efficiency by understanding and consistently adhering to support processes for: case handling, escalations, hand-offs, bug filing, case routing, and case root cause categorization.
• Reproduce customer problems in order to file effective bugs and resolve customer issues
• Improve product quality by independently and consistently adhering to team processes for filing bugs and feature requests
• Provide feedback to teams by adhering to established processes for filing product and documentation bugs, and/or feature requests, occasionally with guidance from higher levels
• Ability to write clear customer communications, structure the troubleshooting next steps, provide workarounds where possible, and empathize with customer needs and pain points
• Appetite to drive change in tools, processes, and products to eliminate pain points at their root
• Good troubleshooting skills
• Ability to construct consults which are clear and actionable by level 2+
• Performs 1:many support (StackOverflow, Public Issue Tracker)

Qualities and Qualifications:

• Able to create code samples that are Short, Self Contained, Correct Example and which reproduce customer issues and/or demonstrate expected behavior of the API
• Demonstrates initiative to help fellow teammates +others outside team (eg. AMs)
• Development: Coding (Tools and Demos), Fixing/identifying root cause fixes for bugs
• Soft skills, phone training, etc
• Leadership, coaching

Example activities:

• Maintain high level of CSAT rate (eg. 90+%)
• Maintain high level of cases resolved within our resolution targets (eg. 90%)
• Use Chrome Developer tools > JS console to find JS errors in customer's website
• Makes incremental updates to KB and/or public documentation
• File a bug which contains proper steps to reproduce as well as a minimal sample which highlights the behavior bug being reported.