Become an expert in all of the company’s products.
Respond to user support cases in a high volume environment.
Clearly and empathetically communicate with a wide range of user personas.
Prioritize critically and comfortably adapt to an ever-evolving product landscape.
Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale.
Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates.
Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs.
Diagnose, address, and resolve technical issues efficiently and accurately.
Escalate complex issues to higher-level support following established processes.
Perform investigation and problem tracking to ensure that issues are properly prioritized, documented, tracked, and resolved.
Participate in training sessions to enhance technical skills and product knowledge.
Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement.
Maintain productivity, quality, and customer satisfaction metrics.

2+ years of experience with high volume product support, preferably in a second tier or escalated support team.
Demonstrated ability to thrive in fast-paced, reactive situations.
Strong user empathy and understanding of the lifecycle of a support case.
Crisp but kind written communication skills and deep attention to detail.
Experience supporting SaaS products.
General knowledge of how web-based and mobile applications work.
Proficiency in CRM software and customer service platforms.
Strong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
Ability to quickly learn and navigate new technology, systems, and applications.
Experience contributing to the foundations of a support team and sharing process improvement ideas.

Senior Technical Support Advocate

Key skills