[Remote] Technical Support Representative - Pacific Time Zone

Note: The job is a remote job and is open to candidates in USA. ContactMonkey is a company focused on enhancing employee engagement through innovative communication solutions. They are seeking a Technical Support Representative to provide exceptional customer service by resolving product queries and troubleshooting issues for clients worldwide, ensuring high levels of client satisfaction.

Responsibilities

• Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations
• Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience
• Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service
• Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency

Skills

• At least 1 year of professional Technical Support, Customer Service, Implementation or Success experience preferably in business end-user troubleshooting, and within a SaaS environment
• Excellent communicator, able to convey complex technical concepts into clear, actionable information
• Quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently
• Value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions
• Patient, personable, and have a great sense of humor
• Ability to build trust and positive rapport through helpful service
• Collaborate on process improvements and share insights with the team
• Experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail
• Familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc
• Experience with AI, able to effectively prompt, interpret, and humanize responses
• Proficient with HTML and JSON analysis

Benefits

• 100% employer-paid benefits + a Health Spending Account from day one
• Work from anywhere in the world for up to 4 weeks
• Stock option plan-own a piece of our success
• Generous vacation package to recharge and relax
• Personal development budget to fuel your growth
• One personal day and one volunteering day to give back to the community
• Your Birthday off—celebrate on us!
• Five health days per year to stay at your best

Company Overview