The Shortlist Technical Support team is dedicated to delivering a world-class experience to our customers and their external partners. We are there to answer support tickets and general questions via all available channels. As the first point of contact, we triage issues and provide solutions by leveraging all of the resources we have at hand. The Technical Support Specialist is a vital, customer facing role within the team, ultimately responsible for making our customers feel heard and prioritized. The Technical Support Specialist role reports to the Vice President of Customer Success.
Key Responsibilities:• Be an ambassador for the company and positively represent Shortlist by developing goodwill in all customer interactions, with clients requesting support ranging from company CEO’s to freelancers• Approach customers with a can-do attitude, efficient approach and dependable follow-through• Diagnose nuanced performance issues• Manage the escalation process and work collaboratively with teammates to report and track problems you cannot solve• Help us build our knowledge base by actively updating and adding to product documentation, FAQ’s, and support or training materials• Be ready and willing to step up and go the extra mile to provide superior customer service• Work with the entire CS team to develop processes that improve customer success• Learn the Shortlist product from top to bottom and become a product expert
Required Experience & Skills:• At least 2 years in a technical support role• Comfortable using tools like Intercom, Zendesk, etc.• Expert technology troubleshooting and problem-solving skills in a professional environment using chat/phone/email/social media• Experience handling multiple projects simultaneously• Track record of professional and effective verbal and written communication skills with customers• Great English proficiency• Ability to excel in a fast-paced environment, embrace change, and show good judgment• Be flexible with hours and willing to work weekends as needed
Consistently Demonstrates:• Attention to detail• Ability to manage multiple priorities• Self-motivation• Commitment to high quality work• Passion for customer support• Effective communication style
Perks at Shortlist:• Work closely with a cross functional team of highly motivated and intelligent folks with a unique range of startup and enterprise experience• Vibrant company culture with frequent team building events• Fast pace learning environment with significant availability for new opportunities • Competitive salary• Workspace membership• Unlimited PTO
