Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat
Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
Become an expert in a specific product area
Contribute to team projects
Give and receive thoughtful feedback on team processes and leadership
Manage other responsibilities as assigned

Excellent written, verbal and interpersonal communication skills
1+ years of Technical or Customer support experience, or equivalent
Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
Working knowledge of assigned feature a plus
Flexibility in your working hours as this position will require work outside of standard business hours

Fully paid Health & Life insurance for full-time employees and family members
Monthly stipend to support your work and productivity
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to LinkedIn Learning online courses
Company Funded Perks including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role specific)

Technical Support Specialist II – Governance and Ops

Key skills