Technical Support Specialist
InGo is a B2B enterprise referral platform serving leading companies such as Wall Street Journal, United Nations, Fast Company and the like. We are searching for a creative and resourceful Technical Support Specialist to join our growing team.
As a Technical Support Specialist you will work alongside Customer Success and Product to help solve technical issues and challenges. You will be an ‘InGo Expert' on the team, offering guidance to customers and internal team members on basic and advanced usage of our platform. You will test and troubleshoot InGo installations as well as perform a variety of technical tasks required for InGo's optimal performance.
Role Responsibilities:
- Manage incoming support requests via Hubspot: gather information, pinpoint the problem and correct or escalate the issue
- Troubleshooting existing installations of InGo
- Proactively identify and correct issues with customer installations
- Develop and enhance internal processes, including standard operating procedures
- Create support documentation
- Collaborate with Product and Customer Success to improve product performance
Required Skills & Qualities:
- Customer centric with a support oriented mindset
- Independent self starter with entrepreneurial grit
- 1-2 years of experience with HTML, CSS, JavaScript (basic knowledge required, will be evaluated during interview process with a live test or an assignment)
- Experience editing and publishing WordPress sites
- Knowledge of Google Analytics and Google Tag Manager
- Strong listening and analytical skills, able to ask questions and fill knowledge gaps
- Past experience in SaaS in customer facing capacity and knowledge of LinkedIn
- Excellent communication skills
Extra Credit Skills:
- Hubspot: creating a ticket process, editing articles
- UX and-front end development experience
- Experience automating processes
What We Offer:
- Competitive salary
- Excellent healthcare and dental coverage
- 100% Remote full-time work (InGo team is spread across Europe and the USA - opportunity to work at the DC or VA offices)
- Open and flexible leave: we trust you get your job done, take time off when you need
- Budget to support your home office equipment
- Constant intellectual stimulation and fast-track advancement opportunity
- Room for your own initiatives and ideas
- Opportunity to work in a fast-paced environment in a market-leader SaaS company