Technical Support Specialist
Summary
The job of the Technical Support Specialist is to help the users of our tools to reach their highest potential by educating them about our products, industry standards, and best practices. To be successful, you must be an excellent communicator, a creative thinker, a master of organization, and a passionate learner. Most importantly, you need to love helping people!
Responsibilities
- Escalate Help Desk tickets to applicable Service and Product Team members
- Collaborate with our Training and Documentation Specialist to improve our database of help documentation and videos
- Support: Answer tickets that come in from clients through Salesforce Service Cloud, escalating when you do not have the tools or knowledge necessary to answer the ticket. In the event of busy periods, tickets can be escalated, but an internal note should be provided noting the busy period.
- You may also be asked to assist with projects within the Services Team. These projects will typically be smaller in
- scope and shorter in timeline and draw from the same skill set.
Metrics/Goals
- # Solved Tickets
- % Positive Ticket Satisfaction
- Time to first response
- Touches per ticket
- Total resolution time
Education & Required Skills
- 2+ years in a technical help desk role
- SaaS software support experience preferred
- Salesforce Service Cloud experience preferred
- Experience with learning software a plus
- Team player: automatically lending a hand when a co-worker is in need and asking for help when appropriate
- Excellent organizational & time management skills
- Active learner who will hold him/herself accountable for his/her own job performance
- Naturally positive and open-minded; able to view the world from more than one perspective
- Creative thinker
- Flawless written and verbal communication skills in English
Physical Requirements/Work Environment:
- Occasional irregular work hours
- Dexterity of hands and fingers to operate a computer keyboard, mouse, etc.
- Extended time viewing a computer monitor
- Sitting or standing for extended periods of time
BENEFITS
- Medical - 100% of employee premiums for selected individual plans
- Dental - 100% of employee premiums covered
- Vision - 100% of employee premiums covered
- $3,500 annual educational funds (“Boost Budget”)
- LinkedIn Learning
- 401(k) plus matching (US Based Only)
- Unlimited PTO
- Calm subscription
- Annual Company Retreat
Intellum is an equal-opportunity employer. We're committed to building an inclusive team that celebrates diversity in people, perspectives, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We encourage you to apply for an open position and if you have questions about whether or not your job experience and skill set meet the requirements for a specific role, reach out to us directly at hr@intellum.com.
If you are an individual applying from CA, NY, CO, CT, MD, NV, or RI, please reach out to hr@intellum.com to inquire about specific pay ranges.
-
Seniority level
Not Applicable -
Employment type
Full-time -
Job function
Sales and Business Development -
Industries
E-Learning Providers
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