Get the chrome extension Technical Support Specialist
Radicle Health
Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That’s why we’ve built Radicle Health as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve.
At Radicle Health, you'll do meaningful work alongside people who genuinely care about our mission, our customers, and each other. Here, you're free to show up as your full self, celebrating wins, having fun, and knowing you're truly part of something bigger. You will have real ownership of your work and your contributions will have a direct impact on our success. We're invested in your growth because when you grow, so do we.
About the Job:
Radicle Health is looking for a Technical Support Specialist. In this role, you will be responsible for providing excellent customer service by resolving customer inquiries and troubleshooting product issues. This role ensures customer satisfaction through effective communication and collaboration with cross-functional teams. The Technical Support Specialist helps maintain a positive customer experience by ensuring prompt responses and high-quality resolutions.
Who you are:
Basic to intermediate scripting language capabilities (SQL, JavaScript, Domino, etc.)
- Exhibit excellent verbal and written communication skills to effectively convey technical information to stakeholders.
- Display strong problem-solving abilities, approaching challenges with creativity and a solution-oriented mindset.
- Be adaptable and open to change, effectively managing shifting priorities and evolving business needs.
- Show a strong customer focus, ensuring solutions deliver significant value and an exceptional user experience.
Required Experience:
0-2 years of relevant experience in customer support or junior technical role
Studying for relevant certifications preferred but not required (such as scripting/Database basics, Cloud Fundamentals, SFDC, etc.)
What you’ll be responsible for:
Customer Service and Issue Resolution:
- Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs.
Resolve customer issues with product functionality, reporting, and integrations.
Write basic to intermediate scripting queries to investigate customer data problems.
Document solutions in the knowledge base.
- Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary.
- Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions
Knowledge Base and Documentation:
- Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues.
- Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes.
- Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers.
Cross-Functional Collaboration:
- Work with product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product improvements.
- Provide backup assistance for Engineering team in manual testing.
- Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions.
Performance and Process Improvement:
- Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems.
- Participate in team meetings and feedback sessions to share learnings and improve overall team performance.
- Stay up to date with product changes and customer support best practices to continually improve customer interactions.
- Demonstrates willingness and ability to support colleagues on specific issues and knowledge sharing.
What we offer:
- Unlimited PTO policy
- Competitive medical, dental, and vision healthcare coverage
- 401k matching
- Paid holidays
- Volunteer time off
- Paid parental leave
- Remote work stipend
- Compensation: $55,000 - $65,000
- Location: Remote
Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process.
Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.
Originally posted on Himalayas
Technical Support Specialist - Remote US
Military, Veterans and Diverse Job Seekers
Apply today if you:
- Are passionate about the customer experience and have previous experience assisting customers via email or live chat
- Can autonomously troubleshoot and further investigate technical issues to fix a problem and ultimately take full ownership to provide a full resolution to the customer
- Are an expert at learning software, interested in building knowledge around API's and CRM integrations, and has an intuition toward solving technical problems
- Excellent verbal and written communication skills
What you'll get to do everyday:
- Work 100% remotely to assist our customers and effectively resolve issues through email, chat, and other communication methods as needed
- Provide positive support & guidance to marketers, salespeople, and service professionals across our customer base that use our platform
- Communicate thoughtful, customized solutions that help customers move forward and grow their business
- Show composure, resilience, and flexibility as customer needs evolve and case volume changes
- Develop and maintain comprehensive knowledge to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
- Collaborate with account managers or sales teams to identify opportunities for existing customers to grow their existing account
Originally posted on Himalayas
Technical Support Specialist- Fully Remote
Military, Veterans and Diverse Job Seekers
Job Duties:
- Provide support to Ting customers by phone and email
- Create and maintain clear, concise and accurate documentation for internal and external use
- Act as liaison to ensure smooth operations and service delivery to all customers and partners
- Identify, report, and document technical issues to help isolate and resolve issues in a timely manner
- Support Engineering team with testing software and hardware
- Troubleshoot issues down to the root cause
- Perform other duties as required
Requirements:
- Associates Degree or valid (up to date) certification in related field
- 2 years' work experience in a technical support or customer support role
- A willingness and ability to participate as a member of a team in a rotating schedule, including nights, weekends and holidays
What We Offer:
- Competitive salary + equity
- Freedom - ability to make, own, and carry out decisions
- Health, dental, and vision insurance
Originally posted on Himalayas