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Technical Support Specialist
Clozd
IT, Customer Service
Lehi, UT, USA
Posted on Thursday, May 30, 2024
Clozd is a leading provider of technology and services for win-loss analysis. We help our clients uncover the truth about why they win and lose - so they can hone product strategy, refine messaging, enable sales, foster strategic alignment, and win more.
We need team members who can tackle ambiguity, solve complex problems, and delight customers. We hire dynamic employees who take initiative, find ways to simplify and scale, possess strong interpersonal and communication skills, value humility and learning, crave a fast-paced startup environment and never compromise their integrity.
The Technical Support Specialist at Clozd will be responsible for all aspects of product support and creating a streamlined process that will increase customer satisfaction.
What you will be doing:
- Answering internal and external questions related to the Clozd Platform, involving various levels of complexity
- Submitting reported bugs to the product team and ensuring thorough follow-up until resolution
- Responding and directly liaising with customers on their issues; typically done via email but may be done over Zoom calls as needed
- Working with a variety of support / reporting tools, including Zendesk and Jira, as well as other supporting tools / processes (Zapier, Slack, Tableau, Salesforce, Postmark, Notion, Postico)
- Proactively manage and monitor SLAs, response times, etc. for support tickets; proactively find ways to refine our support process to reduce down time-to-response and time-to-resolution
- Working with our Technical Implementation Manager to support onboarding of new customers, particularly integrating tools like Salesforce, Gong, Slack
- Building out a support team as we grow - we envision this role eventually (ideally in 1 - 2 years) leading out an entire support team instead of being an individual contributor role
Qualifications:
- 1+ year(s) of experience working in product support required, preferred in B2B SaaS
- Strong communication skills with the ability to explain complex issues clearly and effectively to both technical and non-technical audiences
- Technical acumen is beneficial but not required; a willingness to learn and engage with technical content is more important
- Experience working in Zendesk strongly preferred
- Location: Lehi, UT (we are not currently hiring remote employees)
Benefits:
- Competitive compensation (i.e. salary, bonus, 401k, and equity)
- Majority of medical, dental, disability, life, and other insurance paid
- Unlimited PTO with a boss that encourages taking time off and using PTO to recharge
- 10 paid holidays and company shutdown between Christmas and New Years
- Weekly catered lunches, stocked kitchens, quarterly company/department activities, maternity/paternity leave, EAP program, etc.
Clozd is an Equal Opportunity Employer. Clozd does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
Clozd participates in E-Verify.
All Clozd employees are required to successfully pass a background check upon being hired.