Technical Support Specialist

The role

You will act as a frontline specialist assisting Notability users with feature explanations and troubleshooting. You will diagnose technical issues via Zendesk, escalate bugs, and report on trends to improve user experience.

What you will do

• Assist new and existing Notability users by explaining features and providing troubleshooting support
• Diagnose technical issues and assist with requests via Zendesk daily
• Track, follow up, and escalate issues within certain SLAs
• Meet and exceed specific success KPIs including productivity, CSAT, responsiveness, and quality score
• Identify trends, report on specific issues/bugs, and communicate sentiments to improve user experience
• Put users' best interests first to provide the best assistance

Required qualifications

• 2-3 years experience in a customer support, product support, or technical support role handling incoming user issues via email, phone and/or live-chat
• Experience with support-focused CRMs
• Excellent written, verbal, and interpersonal communication skills
• Experience troubleshooting and providing technical support for iOS and Android devices/environments
• Driven by empathetic values
• Comfortable learning, understanding and communicating the technical aspects of applications/software
• Experience with GitHub, Jira, Confluence, and other similar software/products
• Experience working towards and achieving measured CS success metrics

Nice to have

• Intercom/Fin & Zendesk experience
• Proficiency in spoken Mandarin and written Chinese (Traditional or Simplified)

Benefits

• Competitive compensation that includes base salary, bonuses and profit sharing
• Equity Awards in the form of Stock Options
• Comprehensive healthcare fully covered for you and your family including medical, dental, and vision
• Flexible work and vacation schedules
• 401k with matching contributions
• Matching gifts to nonprofits
• Lunch Stipend (When Working from HQ)
• Public transit stipend
• Home workstation reimbursement
• ISP stipend
• Monthly phone bill stipend

About the company

Notability is building tools designed to improve how people learn, think, and collaborate. Their app brings the natural expressiveness of paper into the digital age.