[Remote] Technical Support Specialist

Note: The job is a remote job and is open to candidates in USA. Submittable is a company dedicated to transforming how organizations create social impact by empowering mission-driven entities. They are seeking an experienced Technical Support Specialist to enhance customer experience by providing thoughtful solutions to technical challenges, while also collaborating with the Customer Success team to maximize platform usage.

Responsibilities

• Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out
• Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey
• Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions
• Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience
• Anticipate Needs: Proactively address customer concerns before they happen
• Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve
• Bridge the Gap to Product: Identify, test, and report software 'bugs' and relay customer enhancement requests to our Product team to help build a better Submittable

Skills

• 1+ Years in Customer / Technical Support: SaaS or technology platform experience preferred
• Incredible Communication: You can translate complex technical concepts into clear, friendly, and actionable advice
• A Natural Problem-Solver: You have outstanding troubleshooting skills and a passion for 'the why' behind a technical issue
• Tech Savvy: You have a general understanding of the software development life cycle and the tools that power it
• Ability to Work Well Under Pressure: You thrive in a fast-paced environment and can manage multiple priorities without losing your cool
• Platform Experience: You have a comprehensive understanding of Help Desk platforms and Live Chat tools
• Proficiency in data tools like Excel, Tableau, Looker, or Google Sheets is a major plus
• A basic understanding of at least one programming language will help you hit the ground running with our more technical queries

Benefits

• Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts
• 401(k) plan with employer match starting day one
• Equity stock options to share in our success
• Flexible hours, remote work options, and generous vacation and sick leave
• Paid parental leave for mothers, fathers, and adoptive parents
• Professional development stipends to support your career growth
• Opportunities to participate in community outreach and volunteer programs
• Monthly company-sponsored happy hours and gatherings to connect and unwind

Company Overview