Tier 2 Escalation Specialist

1 hour, 13 minutes ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Handle customer technical issues with urgency and ownership while keeping stakeholders informed.
  • Troubleshoot issues using internal and external documentation, log files, tools, and other resources to identify root causes.
  • Research, test, and document investigations to help resolve customer cases and support team goals.
  • Collaborate daily with colleagues to research and resolve complex customer-impacting issues.
  • Provide guidance on troubleshooting techniques and help upskill teammates.
  • Work with customers through email, phone, and chat.
  • Contribute to internal and external documentation.
  • Manage additional responsibilities and job duties as assigned.

Requirements

  • 2+ years of technical support or customer support experience, or equivalent.
  • Ability to demonstrate empathetic and confident issue ownership.
  • Strong problem-solving interest and willingness to engage on complex matters.
  • Excellent written, verbal, and interpersonal communication skills.
  • Ability to work independently or collaboratively in a fast-paced environment.
  • Working knowledge of the assigned feature is strongly preferred.
  • Comfort using cloud applications.
  • Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks.
  • Conceptual understanding of a RESTful service.
  • Comfort working in ambiguous situations with little to no direction.
  • Flexibility to work outside of standard business hours.
  • Must reside in Costa Rica; role is eligible for remote work within Costa Rica.

Benefits

  • Fully paid health and life insurance for full-time employees and family members.
  • Monthly stipend to support work and productivity.
  • Asociacion Solidarista with employee and employer contributions and potential alliances with universities, gyms, and other entities.
  • 12 days of paid vacation plus a Flexible Time Away Program.
  • 20 weeks of fully paid maternity leave.
  • 12 weeks of fully paid paternity/adoption leave.
  • Personal paid volunteer day.
  • Professional growth and development opportunities, including access to Udemy online courses.
  • Company-funded perks including a counseling membership and a personal Smartsheet account.
  • Teleworking options from any registered location in Costa Rica.

Interested in this position?

Apply directly on the company website

Apply Now

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