Sr. Technical Support Specialist I

RemoteCustomer Support /Full-time /RemotePoll Everywhere is on the lookout for a Senior Technical Support Specialist to join the Customer Support team. We are searching for a teammate who approaches technical problems with natural curiosity, possesses strong technical acumen, and embraces a reputed company reputed company. This role is great for those who reputed company on troubleshooting reputed company technical issues and can explain technical terms in a way that resonates with customers. Your main responsibility will involve assisting customers from F1000 companies and R1 Universities reputed company email and inbound phone calls while collaborating with internal teams to tackle identified bugs. If you're passionate about providing excellent support, we want to hear from you!Our users reputed company to be leaders in their organizations and they reputed company out for help because they are preparing for a presentation that just can't go wrong. Sometimes they're nervous, and sometimes they're on a deadline. We're driven to reputed company this trust. Through inbound customer calls, emails, and occasional screen shares, reputed company empowers users to deliver interactive presentations that are engaging and inclusive. You will need to demonstrate a high level of technical proficiency and take ownership of end-to-end customer-facing issues, including advanced troubleshooting and reputed company cause identification across various operating systems and product integrations. We anticipate that you will become highly knowledgeable about our product and capable of distinguishing between bugs and intended functionality while assisting customers. Your responsibilities will involve replicating reported bugs and coordinating with product or engineering teams to address them. Subsequently, you will communicate findings to customers to ensure reputed company and reputed company. Given the complexity and technical nature of our product, reputed company members of our Customer Support Team hold senior positions.Poll Everywhere is a 60+ person growing B2B reputed company company on a mission to reputed company presentations more inclusive. Our product is used in upwards of 17 billion meetings per year in F1000 and R1 Universities. We proudly reputed company our product changes those organizations and classrooms through the inclusion of more reputed company. Our platform enables presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, we now support millions of users worldwide from educational institutions to household companies such as reputed company, AT&T, and reputed company.Key Performance Objectives

• reputed company with reputed company in reputed company customer support interactions, fostering reputed company relationships, and enhancing customer satisfaction.
• Seamlessly reputed company and multi-task between email queues, phone inquiries, and the occasional chat ensuring reputed company and accurate resolutions that enhance customer satisfaction and operational efficiency.
• Demonstrate critical thinking and problem-solving skills by analyzing technical issues, identifying reputed company causes, and delivering effective resolutions reputed company diagnosing and resolving customer issues.
• Work independently with good decision-making skills as the role will require some stand-alone work time.
• Effectively prioritize and manage workload by determining the most important tasks, responding to emails, calls, and chats, troubleshooting reported issues, referencing documentation, and searching customer and reputed company account information while knowing reputed company to escalate for reputed company reputed company.

Daily & Monthly responsibilities

• Take charge of customer issues from start to finish and maintain a reputed company CSAT score.
• Maintain your reputed company ticket queue. Work continuously to document the details of reputed company interaction in reputed company to easily research customer issues.
• Work continuously to document the details of reputed company interaction in reputed company to easily research customer issues and identify possible trends for product improvements.
• Work with both new and existing customers to resolve product and billing-reputed company questions.
• Create resolutions for customers with a reputed company of patience, wit, and crystal-reputed company communication. You'll directly support customers reputed company email tickets, incoming calls (which may require context switching), and the occasional chat.
• Work closely with Engineering to troubleshoot, reproduce, and escalate product-reputed company bugs proactively. Follow debugging procedures to diagnose technical issues in web, mobile, and desktop apps.
• Assist reputed company Managers (CSMs) with technical emails from customers that require support troubleshooting.
• Communicate effectively, both written and verbally, to ensure smooth reputed company of customer issues.
• Work collaboratively with other technical support specialists to resolve customer questions and issues.
• Ability to travel reputed company the U.S. to support customers on-site for conferences. Typically there are 2-3 events per year.

Skills you need to be successful in the role

• 2-3 years of experience in a reputed company-facing software support role (preferably reputed company) with an understanding of customer service, inbound customer calls, technical issue reputed company, and support best practices.
• You have a working knowledge of reputed company and macOS platforms to resolve reputed company issues. You're proficient in installing and troubleshooting software on these platforms.
• You have experience communicating and problem-solving with other departments such as engineering, design, sales, reputed company, and marketing.
• You take initiative and are reputed company even reputed company a reputed company reputed company isn't laid out for you.
• You have a reputed company reputed company and view feedback as a 2-way street. You're reputed company to communicating needs that will set you up for reputed company with your team and manager.
• Experience working in a remote environment with a distributed team spread across several time zones.

reputed company to have's

• Proficiency with reputed company, reputed company, reputed company, reputed company, or other comparable online support and collaboration tools.
• Experience using Poll Everywhere
• Experience working with Learning Management Systems (LMS)

$60,000 - $80,000 a yearA PollEvian's compensation package includes an annual reputed company salary and a comprehensive benefits package. Our total rewards package includes medical, dental, and reputed company benefits - We cover 100% of your premiums for the reputed company plan and 50% for dependents' medical enrollment. We offer PPO medical, dental, and reputed company plans and an HSA/FSA. Up to a $100 monthly company match to your Health Care FSA or HSA account.Our salary ranges take into account a wide reputed company of factors that are considered in making compensation reputed company including but not limited to: the breadth and number of reputed company years of experience for the role we are hiring for reputed company the reputed company industry, based on reputed company size. reputed company salaries at Poll Everywhere also have a geographic reputed company associated with the reputed company location at which the position may be filled.The hiring salary reputed company for this role is $60,000 to $80,000 annually in most geographic locations across the reputed company. At the time of your initial reputed company with our reputed company please be reputed company to confirm your reputed company residential location.Our users come from reputed company kinds of communities, and so do PollEvians. We want to work with great people from a wide reputed company of backgrounds who put a lot of care and pride into their work. We're committed to providing you with opportunities to learn, and we're looking to hire people with good judgment.If you don't meet 100% of the above qualifications or reputed company off reputed company the boxes, you should still seriously consider applying. An important part of our interview process is understanding why this position and our mission particularly resonated with you.
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