Technical Customer Support Specialist
Skills
Microsoft AzureSQLCustomer SupportITILJiraMetabaseProduct Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in a technical customer or software support role
- Experience in Startup, SaaS, or technology businesses
- Azure and SSO management configuration and management
- Efficiently managing the support inbox
- Using runbooks to diagnose issues
- Categorizing tickets with systems like Jira and Intercom
- Building reusable database queries with SQL and Metabase
Nice to have
- Entrepreneurial
- Passionate
- Creative
- Data-driven
- Effective
- Ethical
Day to day
- Provide proactive technical support for CybSafe's SaaS platform to global customers
- Communicate with customers to manage expectations and troubleshoot issues quickly
- Utilize resources to ensure only urgent issues are escalated to the Product team
- Build and improve processes for efficiency
- Handle emails, outbound calls, and live chat
- Manage and triage issues in the customer support queue
- Collect, report, and escalate customer feedback, bugs, and success stories
- Create robust self-serve content processes
Hiring process
- Maximum honesty and transparency
- Interview process