Smarsh Sites
Technical Support Specialist II
Portland · Mid
Sponsorship not specified$55k-$60kDetected 46 days ago
Cloud PlatformsMachine LearningSalesforceCRMOutbound SalesCustomer SuccessCustomer SupportLeadershipCommunicationCollaborationCritical ThinkingTime Management
About the role
- Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc.
- 5000 list of fastest-growing American companies since 2008.
- This role offers the chance to work in a collaborative and curious open environment where you are given the opportunity to innovate and grow.
Nice to have
- Act as a client liaison and become an advocate for the resolution of client issues.
- Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
- Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance.
- Actively diagnose, troubleshoot and resolve customer issues.
- Escalate cases as required based on customer business impact.
- Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
- Advocate for product, policy and process improvements that improve the customer experience.
- Follow required polices and processes to maintain compliance with information security and data protection requirements.
Compensation
- Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc.
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