[Hiring] Technical Support Specialist II @Smartsheet

Role Description

As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences.
• Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat.
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance.
• Become an expert in a specific product area.
• Contribute to team projects.
• Give and receive thoughtful feedback on team processes and leadership.
• Manage other responsibilities as assigned.

Qualifications

• Excellent written, verbal and interpersonal communication skills.
• 1+ years of Technical or Customer support experience, or equivalent.
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource.
• Working knowledge of assigned feature a plus.
• Flexibility in your working hours as this position will require work outside of standard business hours.

Benefits

• Fully paid Health & Life insurance for full-time employees and family members.
• Monthly stipend to support your work and productivity.
• 12 days paid Vacation + Flexible Time Away Program.
• 20 weeks fully paid Maternity Leave.
• 12 weeks fully paid Paternity/Adoption Leave.
• Personal paid Volunteer Day to support our community.
• Opportunities for professional growth and development including access to LinkedIn Learning online courses.
• Company Funded Perks including a counseling membership and your own personal Smartsheet account.
• Teleworking options from any registered location in Costa Rica (role specific).