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TITLE

 

Technical Support Associate

COMPANY

 

StellaService

LOCATION

 

New York City, NY, US

Description

About the Opportunity

StellaService transforms the way companies measure and improve customer experience. Our software and data solutions include employee engagement tools and objective performance measurement.

Stella is looking for a Technical Support Associate to join our growing team that services leading customer service organizations in the world. The Technical Support Associate will play a key role as a product expert working with our Client Services team to onboard, train, support, engage and renew clients of Stella products. This position requires the ability to exercise independent judgment in communication with customers during configuration and troubleshooting processes.

Responsibilities:

  • Support customers during their onboarding and address ongoing support issues and questions
  • Assist customers integrating Stella products with their internal and cloud based systems
  • Proactively encourage adoption of application usage
  • Develop and curate help center articles to help drive adoption and self-sufficiency
  • Present to customer service and operations teams
  • Process reported customer incidents in a timely fashion according to Service Level Agreements.
  • Resolve customer support incidents using intelligent, qualified troubleshooting techniques, teamwork, independent judgment, and a variety of internal resources
  • Work closely with product engineers and managers to resolve or escalate issues as needed
  • Actively participate with peers in a team-oriented culture and assist other internal groups
  • Continue to develop personally and professionally within a startup work environment

Qualifications:

  • Bachelor’s degree required
  • 2+ years of relevant experience
  • Professional experience supporting or administering cloud based software and APIs
  • Professional experience providing Customer Service
  • Knowledge of OS and IT network administration/support
  • Strong technical troubleshooting skills and abilities
  • Customer focused attitude and motivated to help
  • Experience with any of the following systems: Zendesk, Salesforce.com, JIRA, or other common ticketing and automation tools
  • Detail oriented, but able to execute efficiently and follow through
  • Able to organize, multitask and prioritize
  • Must be able to work within a team environment, including with remote team members
  • Excellent written and verbal communication skills
  • Willing to work flexible hours

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