Customer Support Specialist

BA/BS degree required or equivalent experience
2+ years’ experience in a Customer Support/Experience function; hands-on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required.
Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
Experience with leveraging JIRA as an issue management platform to track and report on product issues
Experience with Intercom, Salesforce, Zendesk, or other CRM systems.
Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution
Outstanding technical communication – ability to explain complex challenges succinctly to both technical and non-technical audiences in primarily written channels. Exceptional verbal and written skills are essential.
Strong analytical, decision-making and problem-solving skills – you are adept at making informed decisions to effectively solve complex problems
Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail
Ability to establish and foster critical relationships with customers & cross-functional stakeholders
Self-motivated and able to work proactively; not afraid to take the initiative!

Own inbound customer communications via email and/or live chat from initial contact until resolution to make sure our customers – Envoy admins and/or their employees/visitors – are supported every step of the way; phone/screen-sharing support may be required.
Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs
Develop an encyclopedia of knowledge about how Envoy works – our customers need help troubleshooting a wide range of issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products so we need to be ready for anything.
Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing
Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team
Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team
Influence support processes and shape the tone of Envoy’s customer support on a team that spans time zones
Able to participate in a teamwide Sunday on-call rotation, as needed, every 8-12 weeks

Basic to working knowledge of SQL
Basic knowledge of web development technology
Experience working with Enterprise customers to help resolve complex technical issues.
Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc).
Being bilingual is always a plus!