Technical Support Specialist INew

General Summary

The Technical Support Specialist I is responsible for assisting our partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.

Essential Duties & Responsibilities

• Provides support to partners with a high attention to detail
• Researches, analyzes, and documents findings
• Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Monitors backup, off-site, and critical service failure events
• Investigates and resolves reported failure incidents, escalating when necessary
• Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
• Contributes to written articles for...