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Technical Support Analyst

Company: Jointly
Location: Austin
Posted on: April 6, 2021

Job Description:

About the Role: Jointly is seeking an empathetic, efficient, and creative Technical Support Manager to help build our support organization from scratch. As the first hire in the department, you will take over frontline inquiries from customers in our Beta, and construct the foundation necessary for us to fully launch and scale our support organization. You will own creating the first version of our knowledge base, Service Level Agreements, and department culture. We are looking for an enthusiastic individual who can listen to our customers and offer a quick, and sometimes innovative, solution to each problem they encounter. This person will be in charge of solving complex issues for multiple customers and maintaining client confidence in both the platform and company. A successful candidate in this role will be able to use customer service skills, problem-solving, analysis, and have a technical understanding of the application as it pertains to the customer's needs, to help them better utilize the product. Responsibilities: --- Ensure customers have an amazing support experience by answering inbound calls, texts, emails in a timely manner with a friendly tone. --- Develop relationships with customers to drive engagement, adoption, and retention. --- Obtain and maintain a detailed understanding of the product and assist customers with questions. --- Resolve logged errors promptly --- Identify patterns and devise solutions to enhance the customer experience to reduce support inquiries. --- Work with customers to ensure they are leveraging our platform effectively and maximizing product value. --- Liaise with all departments within the company to achieve total customer satisfaction and move the product experience forward. --- Report bugs to the engineering department with adequate information to be able to reproduce the issue and troubleshoot further. --- Identify and implement process improvements for ongoing operational efficiencies. Qualifications: --- Bachelor's degree from an accredited university --- 2+ years of professional customer success experience (whether in a tech start-up or working in hospitality) --- Exceptional interpersonal skills and high level of empathy --- Capable of handling difficult situations with an exceptional level of customer service and focus --- Ability to multitask and prioritize effectively and efficiently --- Exhibits organization and focus in a fast-paced, autonomous, environment --- Demonstrates ability to find solutions to problems --- Innate desire to please customers, anticipate their needs, and exceed their expectations --- Active and engaged listener, with the ability to communicate with various audiences clearly and concisely --- A positive attitude and ability to maintain cool under pressure --- Proficient with industry tools like Jira, Zendesk, Frontapp, Gsuite, etc. --- Experience in software and/or Real Estate industry is a plus

Keywords: Jointly, Austin , Technical Support Analyst, IT / Software / Systems , Austin, Texas

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