- San Francisco, California, United States
- Hybrid
- Full-time · Associate
- $55K–$75K per year
- 2–3 years
Technical Support Specialist joining the Notability Technical Support Team, acting as the first line of defense for user issues and collaborating with teams to find solutions.
Compensation
base pay between $55,000-$75,000
Responsibilities
- Assist new and existing Notability users by explaining features, clarifying operating instructions, and providing troubleshooting support
- Diagnose technical issues and assist with requests via user-submitted tickets via Zendesk daily
- Track, follow up, and escalate issues as they arise - closing out issues within certain SLAs
- Meet and exceed specific success KPIs - productivity, CSAT, responsiveness, quality score, etc.
- Identify trends, report on specific issues/bugs, and communicate sentiments that will help the team prioritize to improve overall user experience
Requirements
- Nice to have: Intercom
- Nice to have: Fin
- Nice to have: Zendesk
- Nice to have: GitHub
- Nice to have: Jira