Technical Support Advisor

Support EngineerSupport EngineerFull TimeRemoteTeam 1,001-5,000H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

29 days ago

Salary

Not specified

3 yrs expEnglishSQL

Job Description

• Quickly and effectively support clients by responding to client’ technical questions as outlined by our SLAs • Point of escalation for Technical Support Agents • Effectively identify system bugs, communicate details to the Engineering Team, manage client expectations, and communicate progress & resolutions to our clients • Understand product updates and proactively support clients when an update will affect their site / user workflow • Ensure product feedback is being submitted to the Product Team in a timely and detailed manner for both product improvements • Join daily and weekly support team calls/stand-ups • Host Technical Support Advisor Office Hours, answering clients’ questions • Review and contribute to product documentation based on client and internal feedback • Proactively help clients implement new features • Work with the support team to identify end-user issue trends and collaborate to remedy • Own updates of Salesforce Account for client details & contacts • Serve as the Subject Matter Expert (SME) for Crowd Wisdom, providing guidance and support to internal teams • Develop and refine reports for clients using the report builder, ensuring data accuracy and actionable insights • Manage technical relationships alongside the CSMs with Enterprise clients, participating in bi-monthly calls to provide technical expertise, address concerns, and drive client success. • Partner with CSMs to reduce churn and solve client friction points • Work closely with CSMs to identify trends in client feature requests • Listen for signs of churn and reach out to CSM • Communicate upgrades/issues to CSM with the lowest friction to the client • Assist the CSMs with technical requests that are escalated from calls and interactions with clients • Identify upsell/cross-sell opportunities • Continually strive to improve Technical Support Analyst processes by enhancing best practices and proactively identifying areas of improvement • Identify gaps in developed processes in our handbook and help desk in Salesforce • Collaborate to get new and updated support documentation published • Update support documentation (handbook/help desk – Salesforce) • Other duties as assigned.

Job Requirements

3–5 years of experience in a client-facing technical role, such as Technical Support Representative, Technical Account Manager, Technical Support Engineer, or Customer Success Engineer, ideally within a SaaS or Learning Management System (LMS) environment.
Proven experience managing multiple client relationships, preferably including enterprise-level accounts.
Demonstrated ability to collaborate cross-functionally with internal teams including Product, Engineering, Support, and Client Success.
Strong analytical and reporting skills, with experience using report builders or similar tools to derive actionable insights for clients.
Excellent organizational, communication, and time-management skills with the ability to prioritize competing tasks.
Experience contributing to product documentation and internal process improvements is a plus.
Familiarity with ticketing systems, CRMs (such as Salesforce), and help desk platforms (e.g., Elevio, Zendesk, Freshdesk, Salesforce ServiceCloud).
Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
Strong understanding of web-based applications, with the ability to troubleshoot complex issues and communicate technical concepts to non-technical users.
Ability to learn and understand basic office software applications
Basic understanding/ability to learn programs such as SQL, OS set-up IT background