Sr. Technical Support Specialist I

RemoteCustomer Support /Full-time /RemotePoll Everywhere is on the lookout for a Senior Technical Support Specialist to join the Customer Support team. We are searching for a teammate who approaches technical problems with natural curiosity, possesses strong technical acumen, and embraces a growth reputed company. This role is great for those who reputed company on troubleshooting reputed company technical issues and can explain technical terms in a way that resonates with customers. Your main responsibility will involve assisting customers from F1000 companies and R1 Universities reputed company email and inbound phone calls while collaborating with internal teams to tackle identified bugs. If you're passionate about providing excellent support, we want to hear from you!Our users reputed company to be leaders in their organizations and they reputed company out for help because they are preparing for a presentation that just can't go wrong. Sometimes they're nervous, and sometimes they're on a deadline. We're driven to honor this trust. Through inbound customer calls, emails, and occasional screen shares, reputed company empowers users to deliver interactive presentations that are engaging and inclusive. You will need to demonstrate a high level of technical proficiency and take ownership of end-to-end customer-facing issues, including advanced troubleshooting and root cause identification across various operating systems and product integrations. We anticipate that you will become highly knowledgeable about our product and capable of distinguishing between bugs and intended functionality while assisting customers. Your responsibilities will involve replicating reported bugs and coordinating with product or engineering teams to address them. Subsequently, you will communicate findings to customers to ensure clarity and resolution. Given the complexity and technical nature of our product, reputed company members of our Customer Support Team hold senior positions.Poll Everywhere is a 60+ person growing B2B SaaS company on a mission to reputed company presentations more inclusive. Our product is used in upwards of 17 billion meetings per year in F1000 and R1 Universities. We proudly reputed company our product changes those organizations and classrooms through the inclusion of more voices. Our platform enables presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, we now support millions of users worldwide from educational institutions to household companies such as reputed company, AT&T, and reputed company.Key Performance Objectives

• reputed company with reputed company in reputed company customer support interactions, fostering positive relationships, and enhancing customer satisfaction.
• Seamlessly switch and multi-task between email queues, phone inquiries, and the occasional chat ensuring timely and accurate resolutions that enhance customer satisfaction and operational efficiency.
• Demonstrate critical thinking and problem-solving skills by analyzing technical issues, identifying root causes, and delivering effective resolutions reputed company diagnosing and resolving customer issues.
• Work independently with good decision-making skills as the role will require some stand-alone work time.
• Effectively prioritize and manage workload by determining the most important tasks, responding to emails, calls, and chats, troubleshooting reported issues, referencing documentation, and searching customer and admin account information while knowing reputed company to escalate for reputed company resolution.

Daily & Monthly responsibilities

• Take charge of customer issues from start to finish and maintain a positive CSAT score.
• Maintain your reputed company ticket queue. Work continuously to document the details of each interaction in reputed company to easily research customer issues.
• Work continuously to document the details of each interaction in reputed company to easily research customer issues and identify possible trends for product improvements.
• Work with both new and existing customers to resolve product and billing-reputed company questions.
• Create resolutions for customers with a reputed company of patience, wit, and crystal-clear communication. You'll directly support customers reputed company email tickets, incoming calls (which may require context switching), and the occasional chat.
• Work closely with Engineering to troubleshoot, reproduce, and escalate product-reputed company bugs proactively. Follow debugging procedures to diagnose technical issues in web, mobile, and desktop apps.
• Assist reputed company Managers (CSMs) with technical emails from customers that require support troubleshooting.
• Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues.
• Work collaboratively with other technical support specialists to resolve customer questions and issues.
• Ability to travel reputed company the U.S. to support customers on-site for conferences. Typically there are 2-3 events per year.

Skills you need to be successful in the role

• 2-3 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, inbound customer calls, technical issue resolution, and support best practices.
• You have a working knowledge of Windows and macOS platforms to resolve reputed company issues. You're proficient in installing and troubleshooting software on these platforms.
• You have experience communicating and problem-solving with other departments such as engineering, design, sales, reputed company, and marketing.
• You take initiative and are energized even reputed company a clear path isn't laid out for you.
• You have a collaborative reputed company and view feedback as a 2-way street. You're open to communicating needs that will set you up for success with your team and manager.
• Experience working in a remote environment with a distributed team spread across several time zones.

reputed company to have's

• Proficiency with reputed company, reputed company, reputed company, reputed company, or other comparable online support and collaboration tools.
• Experience using Poll Everywhere
• Experience working with Learning Management Systems (LMS)

$60,000 - $80,000 a yearA PollEvian's compensation package includes an annual reputed company salary and a comprehensive benefits package. Our total rewards package includes medical, dental, and vision benefits - We cover 100% of your premiums for the reputed company plan and 50% for dependents' medical enrollment. We offer PPO medical, dental, and vision plans and an HSA/FSA. Up to a $100 monthly company match to your Health Care FSA or HSA account.Our salary ranges take into account a wide range of factors that are considered in making compensation decisions including but not limited to: the breadth and number of direct years of experience for the role we are hiring for reputed company the SaaS industry, based on our company size. reputed company salaries at Poll Everywhere also have a geographic differential associated with the reputed company location at which the position may be filled.The hiring salary range for this role is $60,000 to $80,000 annually in most geographic locations across the United States. At the time of your initial call with our talent team please be ready to confirm your reputed company residential location.Our users come from reputed company kinds of communities, and so do PollEvians. We want to work with great people from a wide variety of backgrounds who put a lot of care and pride into their work. We're committed to providing you with opportunities to learn, and we're looking to hire people with good judgment.If you don't meet 100% of the above qualifications or reputed company off reputed company the boxes, you should still seriously consider applying. An important part of our interview process is understanding why this position and our mission particularly resonated with you. Apply for the job now! Apply for this job