Technical Support Specialist II - Premium Apps
Core
First-line technical support specialist resolving customer issues for Smartsheet's Premium Apps via email, phone, and chat.
Role type
Technical Support Specialist
Builds
Customer resolution and satisfaction for SaaS work management platform
Domain
SaaS / Work Management / Product Support
Deliverable
client delivery
Required skills
Troubleshooting, technical support, customer service, product knowledge, empathy, issue ownership, cross-channel communication
Preferred skills
Product certification, knowledge of specific feature areas
Technologies
Internal documentation, external documentation, escalation resources, communication tools
Responsibilities
Troubleshoot customer issues using documentation and tools, partner with leaders to meet performance goals, contribute to team projects, provide feedback on team processes
Seniority
Entry-level to Mid-level, hands-on IC