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Technical Support Specialist
- ClickUp
- November 22, 2024
- 09:44 AM
- San Diego, 350 Tenth Ave 5th floor, United States
- Company size : 501-1K employees
- Job Type & Title : Remote
- Apply Now
- About Company:
ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform that includes AI, project management, document collaboration, whiteboards, spreadsheets, and goals. Founded in 2017 and based in San Diego, ClickUp is on a mission to make the world more productive. As one of the fastest-growing SaaS companies in the world, ClickUp has helped more than 10 million users and 2 million teams lead a more productive life and save at least one day every week.
- Skills: Communication Customer Satisfaction Customer Support Chrome Chrome DevTools ClickUp Mobile Platforms REST APIs Technical Support Troubleshooting
Responsibilities
- Provide exceptional technical support on the ClickUp platform.
- Perform extensive troubleshooting and testing for our customer base.
- Drive product change and improvement through detailed filings of bug and enhancement reports to help customers and make ClickUp the leading productivity platform.
- Help our team grow by 1% daily by contributing to our support documentation and helping colleagues through internal communication tools.
- Own the customer experience - striving towards delivering the best possible experience with the least effort.
- Contribute to the improvement of team processes and client-facing support documentation.
- Collaborate with colleagues at all levels throughout the organization to find the answer you need.
- Interacting with clients primarily via cases and email using exemplary communication skills.
- Collaborate closely with our Engineering and Developer teams to drive solutions when the product does not work as intended. This includes exemplary and concise written reproduction steps, collection of HAR files, and/or videos of defect reproduction, as well as any other notable information that can help them pinpoint the cause.
The Technical Support Specialist's success is measured by KPIs that directly impact the health of our customer experience, including:
- Efficiency and productivity targets
- Adherence to internal company standards
- Customer Satisfaction
Basic Qualifications
- 2+ years of troubleshooting experience in a Technical Support role or similar customer-facing capacity.
- Knowledge and understanding of REST API and experience in troubleshooting calls.
- Experience with Chrome DevTools and the ability to easily test on the web, desktop and mobile platforms.
- Ability to identify the difference between frontend and backend defects, especially with complex technical problems.
- Skilled at explaining complex technical problems and issues in detail to developers and can adjust your language to laymen's terms to support your customers.
- A curious and analytical learner not concerned about deep diving into new or existing tools and product features to learn them inside out.
- Able to work independently and prioritize individual workload whilst recognizing when to collaborate and engage with others when needed.
- Amazing written and verbal communication with a high typing speed.
- Excellent interpersonal skills.
- Goal oriented and self driven in achieving objectives.
- Adaptable and operates with urgency.
- Flexible schedule.
- You enjoy working in a fun, diverse, and friendly culture that focuses on relationships and knows how to celebrate success!
Preferred Qualifications
- B.S in Computer Science or related technical discipline or certification.
- Experience in using ClickUp or similar productivity software or supporting its services
- Experience in collaborating with Engineering through the filing of bugs and feature requests.
- Strong familiarity with CRM processes and functionality. Zendesk a plus
- Experience with Slack or similar corporate communication / collaboration software
San Diego, 350 Tenth Ave 5th floor, United States
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