Technical Support Specialist

Signs of a great candidate for a Technical Support Specialist:

• Friendly and eager to help. You enjoy working with people to solve their problems. Whether you’re sending a follow-up email or jumping on an ad-hoc support call, you’re always happy to help. You understand that you are often the face of the company and you appreciate the responsibility that comes with that. 
• Sharing knowledge.  You proactively share your knowledge by writing public and internal documentation. Your goal is to help future customers solve their problems independently with the help of a thorough and always up-to-date knowledge base. You also help your team and the organization as a whole by sharing your knowledge of customer needs internally via Slack, Productboard, or Notion.
• Organized and reliable. Your work is crucial not only for the success of our customers, but for the success of many other teams within the company as well. With many people relying on you to be successful themselves, your organization, reliability and consistency are critical. You are comfortable creating your own structure, processes and procedures to ensure that customers and team stakeholders can rely on you.
• Clear and articulate.  You can clearly communicate with our customers to ensure they are successful with using our product. You help voice the concerns of customers to product and engineering, so they can prioritize product updates and features to meet customer needs.  
• Third-party tools. We use Zendesk for our service desk and client-facing knowledge base. We also use Trello, Zoom, Slack, Jira and many other third-party tools to ensure our customers get fast, thorough support.  Knowledge of these tools is not a requirement - if you’re willing to learn, we’re willing to help.
• Start-up mode.  The team is still small and the product is fresh.  You’ll be able to exert a large amount of influence and contribute to decisions that will determine the future of the product and the team.

Key Job Activities / Responsibilities:

• Answering & triaging tickets 
• Escalating tickets to product & engineering via JIRA
• • Following up on submitted tickets to ensure responses and SLA adherence
• Managing internal customer support systems
• • Ticketing System - Zendesk
  • Client monitoring and alerting 
• Global Customer Communications 

Necessary Skills:

• Excellent written and verbal communication
• Troubleshooting and triage of problems 
• Problem solving and investigation 
• Basic technical skills and ability to learn and document processes
• Empathizing and de-escalating difficult client scenarios

Preferred Background/Experience:

• 1-2 years of experience responding to customer service and support
• Familiarity working with Walmart, another major retailer, or distributor such as UNFI or DOT Foods as a vendor or retailer Analyst.
• Technology background working with support is preferred 

Measurements of Success:

• CSAT 

Signs of a great candidate for Crisp:

• Collaborative. You know that your colleagues’ perspectives will make our customers successful. Similarly, you use your strengths to help us grow together. You propose ways for us to be more engaged and successful with our customers.
• Customer focused. Our customers are at the forefront of your day.  You prioritize our customers’ voice to ensure their needs are met. 
• Ambitious, curious, and resourceful. You are innately curious, and you aren’t afraid to work hard. You are self driven, you take direction well but are able to be creative to find results on your own when asked. You are driven to succeed because your hard work and results make you proud.
• Disciplined and reliable. We are a distributed company and you enjoy the benefits of working distributed while consistently delivering what you have committed to. When you hit a snag, you communicate and reset expectations early.
• Appreciative of honest feedback. You know that the best way to learn and grow is through constructive feedback delivered kindly. You view feedback given to you as an opportunity to get better and strive to do the same for others.
• Work smarter and harder. You often identify a problem, create a solution and bring it to a state of completion - with others, or even on your own.  You find ways of eliminating or automating stuff that is uninteresting or wasteful.

We are building a team of technical support people with a breadth of combined experiences so that we can collaboratively enable our customers to be successful. Do you have strengths you can share? If so, we’d love to hear from you!

Applicants must be authorized to work for any employer in the U.S. Crisp is unable to sponsor or take over sponsorship of an employment Visa at this time.