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Technical Support Specialist II - Governance

17 hours, 22 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Apply Now
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005
View All Jobs 68

Description

  • Troubleshoot customer issues using internal and external documentation, tools, and escalation resources.
  • Deliver support to customers across email, phone, and chat channels.
  • Partner with leaders to meet or exceed goals for customer satisfaction, quality assurance, attendance, and productivity.
  • Become Smartsheet Product Certified and develop expertise in a specific product area.
  • Contribute to team projects and help improve team processes.
  • Give and receive thoughtful feedback on team processes and leadership.
  • Advocate for customers and direct them to the right resource when issues cannot be resolved directly.
  • Manage additional responsibilities as assigned.

Requirements

  • Excellent written, verbal, and interpersonal communication skills.
  • 1+ years of technical support or customer support experience, or equivalent.
  • Ability to demonstrate empathetic and confident issue ownership.
  • Working knowledge of the assigned feature is a plus.
  • Flexibility to work outside standard business hours.
  • US citizenship or permanent residency is required for the Federal Government Segment.
  • Experience supporting customers through multiple communication channels is preferred.
  • Ability to work with global team members across different locations.

Benefits

  • Employer-subsidized medical, vision, and dental coverage for full-time employees.
  • 401(k) match of 50% of employee contributions up to the first 6% of eligible pay.
  • Monthly stipend to support work and productivity.
  • Flexible Time Away Program plus sick time off.
  • Company-sponsored life insurance, short-term disability, and long-term disability coverage for US employees.
  • 12 paid holidays per year for US employees.
  • Up to 24 weeks of parental leave.
  • Professional growth and development opportunities, including access to Udemy online courses.
  • Personal paid Volunteer Day.
  • Company-funded perks including counseling membership, local retail discounts, and a personal Smartsheet account.
  • Teleworking options from any registered location in the U.S. for role-specific positions.
  • Market-competitive incentive opportunity.
  • US base salary range of $52,500 to $71,250 USD.

Interested in this position?

Apply directly on the company website

Apply Now

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