Tech Support Associate Job

The technical customer support in DoubleTick requires a unique blend of technical expertise, communication skills, and customer service abilities. Moreover, you must have an ownership mindset, a sense of pride in solving complex problems for our customers, owning up to the customer problems as if they were your own, and bringing a smile to our customer s faces at the end of the day.

Key responsibilities:

1. Articulate complex automation and workflow concepts in a simple and understandable manner to customers of varying technical backgrounds
2. Collaborate with cross-functional teams such as product development, sales, and marketing to provide comprehensive support to customers
3. Share insights and feedback gathered from customer interactions to contribute to product improvement and enhancement
4. Manage multiple customer inquiries simultaneously while ensuring timely responses and resolutions
5. Prioritize tasks based on urgency and impact on customer satisfaction
6. Be adaptable to evolving processes, technologies, and customer needs in a fast-paced SaaS environment
7. Demonstrate resilience in handling high-pressure situations and maintain a positive attitude even during challenging times
8. Ensure attention to detail in documenting customer issues, resolutions, and any follow-up actions taken
9. Conduct testing and replication of reported issues to verify resolutions and prevent recurrence

Below are a few of the skills to excel in this role:

1. Strong understanding of SaaS products- its features, functionalities, and integrations ecosystem
2. Proficiency in troubleshooting technical issues related to DoubleTick, including but not limited to bugs, errors, and user interface problems
3. Familiarity with Webhooks and APIs to assist customers with any integration support
4. Excellent communication skills, both written and verbal, to interact effectively with customers; this includes active listening, empathy, and clarity in explanations
5. Patience and the ability to remain calm and composed, especially when dealing with frustrated or upset customers
6. Strong problem-solving skills and analytical ability to address customer concerns and find appropriate solutions promptly
7. Continuous hunger to learn and stay updated on the product's latest features, updates, and enhancements
8. Proficiency in utilizing available tools to achieve high efficiency and timely responses to customers

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