Alchemer is a company that empowers customers to do more with feedback. They are seeking a Technical Support Representative to provide exceptional service to customers worldwide, ensuring their happiness and success through effective problem-solving and technical support.
Responsibilities
- Enthusiastically support customers by phone, email, social media and other web-based tools
- Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner
- Work in a team environment to achieve shared goals
- Promptly escalate more complex problems to appropriate internal resources
- Participate in enhancing the product from initial design through testing and delivery
- Enthusiastically provide internal support for the application
- Continuously endeavor to improve the quality of our support and service, both internally and externally
- Provide on-call customer support on a shared rotation (approximately 4 times a year)
- Actively learn and become a Subject Matter Expert in one or more of our survey tools
- Responsible for holding to our Customer Service metrics
Skills
- You have a passion for customer service and a great love for helping people
- You are well-versed and comfortable with email and phone etiquette
- You have experience in customer service and maybe even technical support
- Ability to exercise creativity in problem-solving
- Ability to empathize with customers and convey confidence
- Independence to find your own answers and keep learning
- Ability to prioritize and get things done with many distractions
- Proficient in learning new software applications
- Most excellent written and verbal communication skills
- Aptitude to be a self-starter and you're flexible with frequent change
- CompTIA A+, Security+, or Network+ certifications
- Understanding of Digital (mobile) applications
- App stores and in-app purchases (Android and iOS)
- Familiarity with SQL, Java, Python, SDK Platform Tools, GitHub, Auth0
Benefits
- Health and disability coverages
- An incredible 401(k) option that includes a per-payroll match and immediate vesting
- Unlimited time off
- Twelve paid company holidays
Company Overview
Alchemer provides Online Surveys, Marketing Tools, Survey Software, Web Forms, Data Collection Tool and Marketing Research Software. It was founded in 2006, and is headquartered in Denver, Colorado, USA, with a workforce of 201-500 employees. Its website is https://www.alchemer.com.
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