Technical Support Specialist
GrowSurfFull time B2B technical support
The Technical Support Specialist is responsible for ensuring customer success by providing support to customers, and improving the customer experience. This is a remote-based role.
Customer success is a vital part of our business, and you'll be playing a key role in customer growth and retention. We're looking for someone who can hit the ground running, and be able to grow with our small, nimble team.
Provide real-time customer support via live chat and email, giving personalized and relevant assistance
Understand customer requirements and help users successfully integrate GrowSurf; provide troubleshooting and API guidance.
Maintain current knowledge of all products and services
Create and improve content and help docs in knowledge base, tutorials, developer docs
Document bugs and flag key user issues to engineering in a timely manner to troubleshoot and improve products
Provide screen-sharing/debugging Concierge Integration sessions to customers
Provide live chat support for sales prospects to help them understand if GrowSurf is a good fit
Maintain customer trust by keeping support tickets up-to-date
Document customer solutions for sales and marketing purposes
New user outreach: answer questions and provide onboarding help
Follow-up with customers to request reviews, testimonials, and case studies
Share customer insights with team; Work directly with the founders
Complete QA testing and provide product feedback
Relevant KPIs: customer satisfaction, time to first response, ticket response volume
Previous experience in a B2B technical- or customer-support role at a SaaS company
Strong communication skills and the ability to explain technical concepts and solutions to customers
Being OK with ambiguity, identifying the gaps, and building process to fill in those gaps
You appreciate technical challenges and helping customers succeed
Experience with live chat support and ticketing system
Demonstrated ability to multitask and prioritize competing demands
Empathy for our users and desire to go above and beyond
Experience in unstructured, fast-paced environments where you may juggle a lot of roles
You take initiative and can work autonomously
You are a native English speaker
Work in US business hours: 9am-6pm CST (Monday-Friday, excluding US holidays)
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