Technical Support Specialist

Energized by solving problems and providing outstanding support? There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects. 

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

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At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.

You Will:

• Support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Smartsheet products
• Be the face of Smartsheet Support, driving a positive customer journey 
• Connect with our Customers, recognizing their individual requirements, partnering to resolve their challenges and instilling confidence in our support and product
• Deliver Enterprise level service by complying to your individual performance metrics on speed, resolution and accuracy
• Follow all processes and procedures, highlighting areas where they could be improved upon
• Develop depth of knowledge on applications to support our Customers 
• Give and receive thoughtful feedback on team processes, peers, and leadership 
• Aim to consistently achieve performance goals in areas like customer satisfaction, quality assurance, and attendance
• You will become call certified through shadowing, mentorship and practice, develop sufficient knowledge to support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Core App challenges
• Perform other duties as assigned

You Have:

• Excellent command of English both written and spoken (B2+ over)
• Excellent Customer Service skills, both written and over the phone
• Experience in Customer Service roles supporting customers from different backgrounds and locations
• Technical support experience in a SaaS environment
• Flexibility in your working hours as this position will require work outside of standard business hours
  
  

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)