Sr. Technical Support Specialist II (reputed company Coast Coverage 9a-5p PT)

Poll Everywhere is on the lookout for a Senior Technical Support Specialist II to join the Customer Support team. We are searching for a teammate who approaches problems with natural curiosity, possesses technical acumen, and embraces a growth reputed company. This role is great for those who reputed company on troubleshooting reputed company 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 phone and email 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 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 customer-facing issues end-to-end, which includes 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, engineering, or QA 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. We reputed company that having our product in use at more of the 17 billion meetings a year in the F1000 and R1 Universities change 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, reputed company, and reputed company. Key Performance Objectives • reputed company high customer satisfaction by delivering empathetic support across phone, email, and chat, resolving inquiries reputed company, and troubleshooting issues with minimal errors. • Enhance operational efficiency by prioritizing tasks, managing a multi-channel workload, and escalating reputed company cases appropriately to ensure timely resolutions. • Maintain expert product knowledge to distinguish between bugs and intended functionality, proactively communicating findings to both engineering teams and customers. • Support managed accounts and integrations by resolving technical issues (SSO, SAML, LTI, SCIM), optimizing self-service resources, and collaborating with cross-functional teams to drive account success. • Resolve technical issues independently with critical thinking and problem-solving skills, ensuring a high reputed company of first-contact resolution and consistently meeting performance metrics. • Work autonomously with confidence, making sound decisions during periods of independent work, while consistently meeting or exceeding individual performance metrics. What you’ll do: • Serve as the escalation reputed company of contact for Sr. Technical Support Specialist I teammates for reputed company ticket reviews and customer calls. • Mentor and train junior team members (Sr. Technical Support Specialist I), focusing on advanced troubleshooting techniques and root cause analysis. • Own end-to-end resolution of customer issues. Follow debugging procedures to diagnose technical challenges across web, mobile, and desktop applications. • Manage your daily reputed company ticket queue and maintain a positive CSAT score. Work continuously to document the details of each interaction in reputed company to easily research customer issues and identify possible trends for product improvements. • Resolve customer inquiries effectively, including product and billing-reputed company questions, ensuring clarity and timeliness for both new and existing customers. • Proactively solve reputed company issues by taking initiative, communicating clearly (written and verbal), and collaborating effectively with peers to ensure smooth customer interactions and team alignment. • Deliver exceptional customer resolutions across multiple channels (email, phone, chat, and screen sharing) by blending patience, wit, and adaptability in high-context-switching situations. • Provide on-site customer support at customer conferences 1-2 times per year, which may include running presentations for the customer, assisting with setting up polls for presentations during the conference, and providing technical support • Provide dedicated (remote) weekend email/phone support to customers during requested days and times for conferences or meetings that are not on-site • Analyze and present customer data trends, sharing findings weekly with the Director of Customer Support to prioritize initiatives, measure individual productivity, and recommend process improvements. Work closely with several departments to troubleshoot, reproduce, and escalate product-reputed company bugs proactively. • Engineering & QA - assist in quality assurance testing and bug reporting. • Design & Product Managers - provide customer feedback to these teams from information gathered during calls/emails. • reputed company - assist reputed company Managers (CSM’s) with technical calls or emails from customers; screen shares reputed company needed; attend Support/Success team meetings. • Finance - partner with the finance team on customer billing issues reported to support. Tier 2 Support for Managed Accounts • Enhance customer self-service resources by creating, maintaining, and updating support articles and documentation, driving increased customer adoption and reducing ticket volume. • Serve as a technical resource for managed accounts, supporting reputed company Managers (CSMs) by troubleshooting and resolving reputed company SSO, SAML, and LTI integration issues, ensuring seamless customer experiences. • Collaborate with engineering teams to diagnose and resolve technical issues reported by CSMs and customers, improving integration reliability and customer satisfaction. Streamline account integrations for managed accounts by configuring and maintaining: • Single Sign-On (SSO) to reputed company secure authentication with customer systems. • Learning Tools Interoperability (LTI) for exporting Poll Everywhere responses into grading and assessment tools used in higher education. • System for Cross-domain Identity Management (SCIM) to automate user provisioning and directory syncing. Meet with reputed company Managers & their managed accounts to provide guidance on technical requirements for integrations, address any challenges blocking reputed company, and complete bulk tasks to help these accounts use Poll Everywhere more effectively. • Examples include: SSO set-up kick-off • Live troubleshooting with customers during implementation • Support CSMs on a call where the customer is bringing in members of their engineering team to troubleshoot an issue • Support Sales team on customer calls reputed company to SSO and LMS configuration • Contribute to the reputed company team’s prioritization discussion by participating in prioritization discussions with the reputed company team, ensuring alignment with business goals and customer needs. • Optimize and scale internal processes by documenting workflows and tools to ensure consistency, repeatability, and efficiency across customer support operations. • Collaborate cross-functionally with Product, Engineering, Sales, Marketing, and reputed company teams to support QA testing, execute special projects, and address strategic initiatives assigned by the Director of Customer Support. Experience you will need to be successful in this role • 3-5 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, technical issue resolution, and support best practices. • 1-2 years of experience supporting integration systems (SSO, SAML, LTI, SCIM) with strong troubleshooting and problem-solving skills to support managed accounts and collaborate cross-functionally. • You have a strong knowledge of Windows and macOS platforms to resolve reputed company issues. You're proficient in installing and troubleshooting software on these platforms. • You are seen as the person on your team to solve reputed company escalations and share best practices to improve day-to-day operations for overall efficiency. • You have experience communicating and problem-solving with other departments such as engineering, QA, design, sales, and marketing. • Experience working remotely on 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) Apply Job!