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Customer Service
Senior Technical Support Specialist
@Polleverywhere
[Hiring] Senior Technical Support Specialist @Polleverywhere
Mar 21, 2025 - Polleverywhere is hiring a remote Senior Technical Support Specialist. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Poll Everywhere is on the lookout for a Senior Technical Support Specialist to join the Customer Support team. This role is great for those who thrive on troubleshooting complex technical issues and can explain technical terms in a way that resonates with customers.
- Assist customers from F1000 companies and R1 Universities via email and inbound phone calls.
- Collaborate with internal teams to tackle identified bugs.
- Demonstrate a high level of technical proficiency and take ownership of end-to-end customer-facing issues.
- Replicate reported bugs and coordinate with product, engineering, or QA teams to address them.
- Communicate findings to customers to ensure clarity and resolution.
Qualifications
- 2-3 years of experience in a client-facing software support role (preferably SaaS).
- Understanding of customer service, inbound customer calls, technical issue resolution, and support best practices.
- Working knowledge of Windows and macOS platforms to resolve complex issues.
- Experience communicating and problem-solving with other departments such as engineering, QA, design, sales, customer success, and marketing.
- Experience working in a remote environment with a distributed team spread across several time zones.
Requirements
- Ability to travel within the U.S. to support customers on-site for conferences (typically 2-3 events per year).
- Proficiency in installing and troubleshooting software on Windows and macOS platforms.
- Take initiative and be energized even when a clear path isn't laid out.
- Collaborative mindset and view feedback as a 2-way street.
Benefits
- Opportunities to learn and grow within the company.
- Commitment to hiring people with good judgment.
Key Performance Objectives
- Lead with empathy in all customer support interactions, fostering positive relationships, and enhancing customer satisfaction.
- Seamlessly switch and multi-task between email queues, phone inquiries, and the occasional chat ensuring timely and accurate resolutions.
- Demonstrate critical thinking and problem-solving skills by analyzing technical issues and delivering effective resolutions.
- Work independently with good decision-making skills.
- Effectively prioritize and manage workload by determining the most important tasks.
Daily & Monthly Responsibilities
- Take charge of customer issues from start to finish and maintain a positive CSAT score.
- Maintain your Zendesk ticket queue and document details of each interaction.
- Work with both new and existing customers to resolve product and billing-related questions.
- Create resolutions for customers with patience, wit, and clear communication.
- Work closely with Engineering and QA to troubleshoot, reproduce, and escalate product-related bugs.
- Assist Customer Success Managers (CSMs) with technical emails from customers.
- Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues.
- Work collaboratively with other technical support specialists to resolve customer questions and issues.
Nice to Have's
- Proficiency with Zendesk, Slack, Asana, Notion, or other comparable online support and collaboration tools.
- Experience using Poll Everywhere.
- Experience working with Learning Management Systems (LMS).
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 21, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
