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6sense Revenue AI™ reimagines the way revenue teams create, manage and convert pipeline into revenue.
Senior Technical Support Specialist
Location
United States
Posted
122 days ago
Salary
$105.4K - $135.4K / year
Seniority
Senior
Job Description
Senior Technical Support Specialist
6sense
• Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved • Analyze data using SQL / spreadsheets, and ad hoc analysis • Respond to customer inquiries and assist in troubleshooting and resolving challenges • Identify alternate solutions when necessary and communicate them to customers • Maintain a detailed understanding of product architecture, technical components and application functionality • Contribute to knowledge base articles, FAQs, and internal documentation to empower customers and team members. Set up and document troubleshooting procedures for new product features • Work closely with product and engineering teams to replicate, diagnose, and report bugs or suggest improvements. • Mentor and support junior support engineers by sharing knowledge and best practices. • Communicate clearly and effectively with customers, fellow support team members and the other internal teams
Job Requirements
- 8+ years customer support experience for software applications
- 3+ Years Knowledge of and experience with SQL
- Experience with MAP and CRM-Salesforce
- Experience describing technical concepts to a non-technical audience
- Excellent communication and interpersonal skills, with a focus on customer empathy.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work independently
- Experience working with Google Analytics a plus
- Experience/knowledge of Salesforce integrations a plus
- Experience in a SaaS environment is a plus
- Experience with ticketing systems Zendesk and JIRA a plus.
Benefits
- generous health insurance coverage
- life and disability insurance
- 401K employer matching program
- paid holidays
- self-care days
- paid time off (PTO)
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