sales-marketing technical support specialist

Technical Support Specialist

About the Role

The Technical Support Specialist is responsible for ensuring customer success by providing support to customers, and improving the customer experience. This is a remote-based role.

Customer success is a vital part of our business, and you'll be playing a key role in customer growth and retention. We're looking for someone who can hit the ground running, and be able to grow with our small, nimble team.


Responsibilities and Duties
  • Provide real-time customer support via live chat and email, giving personalized and relevant assistance

  • Understand customer requirements and help users successfully integrate GrowSurf; provide troubleshooting and API guidance.

  • Maintain current knowledge of all products and services

  • Create and improve content and help docs in knowledge base, tutorials, developer docs

  • Document bugs and flag key user issues to engineering in a timely manner to troubleshoot and improve products

  • Provide screen-sharing/debugging Concierge Integration sessions to customers

  • Provide live chat support for sales prospects to help them understand if GrowSurf is a good fit

  • Maintain customer trust by keeping support tickets up-to-date

  • Document customer solutions for sales and marketing purposes

  • New user outreach: answer questions and provide onboarding help

  • Follow-up with customers to request reviews, testimonials, and case studies

  • Share customer insights with team; Work directly with the founders

  • Complete QA testing and provide product feedback

  • Relevant KPIs: customer satisfaction, time to first response, ticket response volume

  Key Qualifications
  • Previous experience in a B2B technical- or customer-support role at a SaaS company

  • Strong communication skills and the ability to explain technical concepts and solutions to customers

  • A well-rounded technical proficiency and familiarity with APIs, HTML/CSS, Javascript and experience in troubleshooting

  • Being OK with ambiguity, identifying the gaps, and building process to fill in those gaps

  • You appreciate technical challenges and helping customers succeed

  • Experience with live chat support and ticketing system

  • Demonstrated ability to multitask and prioritize competing demands

  • Empathy for our users and desire to go above and beyond

  • Experience in unstructured, fast-paced environments where you may juggle a lot of roles

  • You take initiative and can work autonomously

  • You are a native English speaker

  • Work in US business hours: 9am-6pm CST (Monday-Friday, excluding US holidays)

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