Technical Support Specialist
Technical Support Specialist
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1 Vacancy
Job Description
As a Technical Support Specialist you will be responsible for reading through submitted or escalated customer tickets that contain how-to questions about our products more technical features or concerns that the platform might not be correctly will be your job to understand the users workflow compile ample amounts of information test the users steps locally and determine how to correctly achieve their end goal or report to the engineers if the platform indeed needs correction.
With each customer interaction we strive to achieve ClickUps #1 company value of delivering the best customer experience period. This means solving the users issues or escalating to engineers with the warm friendly and personable service youd love to receive!We want each member of our team to be communicative a self-started driven by achievement in personal metrics and excellent at learning new skills and processes while encouraging and supporting their crewmates doing the same.
This position is an individual contributor role reporting to Manager Technical Support and is available as a remote position within the Philippines.
In this dynamic and rapidly evolving digital landscape the seamless coordination and efficient management of tasks and projects have become paramount. This role will be instrumental in assisting and empowering ClickUp a cutting-edge productivity platform to thrive and provide top-notch solutions. While your expertise will be utilized by ClickUp Leap will serve as your Employer of Record in the Philippines. This unique collaboration will create an environment where your talent can truly shine making a significant impact on the productivity and success of ClickUps operations.
Responsibilities:
- Provide exceptional technical support on the ClickUp platform.
- Perform extensive troubleshooting and testing for our customer base.
- Drive product change and improvement through detailed filings of bug and enhancement reports to help customers and make ClickUp the leading productivity platform.
- Help our team grow by 1% daily by contributing to our support documentation and helping colleagues through internal communication tools.
- Own the customer experience - striving towards delivering the best possible experience with the least effort.
- Contribute to the improvement of team processes and client-facing support documentation.
- Collaborate with colleagues at all levels throughout the organization to find the answer you need.
- Interacting with clients primarily via cases and email using exemplary communication skills.
- Collaborate closely with our Engineering and Developer teams to drive solutions when the product does not work as intended. This includes exemplary and concise written reproduction steps collection of HAR files and/or videos of defect reproduction as well as any other notable information that can help them pinpoint the cause.
The Technical Support Specialists success is measured by KPIs that directly impact the health of our customer experience including:
- Efficiency and productivity targets
- Adherence to internal company standards
- Customer Satisfaction
Basic Qualifications:
- 2 years of troubleshooting experiencein a Technical Support role or similar customer facing capacity.
- Knowledge and understanding of REST API and experience in troubleshooting calls.
- Experience with Chrome DevTools and the ability to easily test on the web desktop and mobile platforms.
- Ability to identify the difference between frontend and backend defects especially with complex technical problems.
- Skilled at explaining complex technical problems and issues in detail to developers and can adjust your language to laymens terms to support your customers.
- A curious and analytical learner not concerned about deep diving into new or existing tools and product features to learn them inside out.
- Able to work independently and prioritize individual workload whilst recognizing when to collaborate and engage with others when needed.
- Amazing written and verbal communication with a high typing speed.
- Excellent interpersonal skills.
- Goal oriented and self driven in achieving objectives.
- Adaptable and operates with urgency.
- Flexible schedule.
Preferred qualifications:
- B.S in Computer Science or related technical discipline or certification.
- Experience in using ClickUp or similar productivity software or supporting its services
- Experience in collaborating with Engineering through the filing of bugs and feature requests.
- Strong familiarity with CRM processes and functionality. Zendesk a plus
- Experience with Slack or similar corporate communication / collaboration software
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Salary and Benefits
At ClickUp we believe in transparency and fairness in compensation. The range displayed reflects the minimum and maximum target salaries for the position across all US locations. Please note that the actual compensation for this position may vary and is dependent on factors such as geographic location interview performance years of experience education level and specific skills. We encourage candidates to discuss compensation expectations during the interview process to ensure alignment with their qualifications and our companys compensation philosophy.
This position is eligible for the following benefits and perks:
- Equity
- 401k
- Health Dental and Vision insurance
- Spending accounts
- Life & Disability
- Paid parental leave
- Flexible paid time off
- Enhanced employee assistance program
- Employee wellness stipend
- Professional development stipend
Unsure if you meet all the qualifications of this job description but are deeply excited about the role We hire based on ambition grit and a passion for improving the way people work. If you think ClickUp is the company for you we encourage you to apply!
ClickUp collects and processes personal data in accordance with applicable data protection laws.
- If you are a European Job Applicant see our privacy policyfor further details.
- If you are a Philippine Job Applicant see our and our Philippine Data Privacy Notice for further details.
Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.
ClickUp Talent Acquisition will only initiate contact via an @ email or through our official careers portal on . We will never request fees payments or sensitive personal information. Please disregard any offers received outside these channels and report them to
Required Experience:
Unclear Seniority
Employment Type
Full Time
