Technical Support Representative

Job description:

Technical Support Representative is responsible for providing technical support to the customers and guiding customers and internal team members in resolving technical inquiries. In addition to this, they raise awareness of product issues such as bugs, faulty logic, or new feature requests to drive customer satisfaction and assist the Product and Engineering teams in improving product quality. They embody the core values of Dozuki, face technical issues head-on, and work to put the business’ and our customers’ needs foremost in any discussion and help them use the product effectively.

As the Technical Support Representative, You Will:

• Act as the first point of contact on the customer journey, supporting customers through Zendesk tickets and over the phone as needed.
• Consult and guide customers through diagnostic and troubleshooting processes, to determine steps and procedures taken to identify and resolve the problem.
• Troubleshoot, identify, resolve and/or report all technical issues on customers’ behalf in a timely fashion.
• Give accurate advice and guidance to the customers and resolve their inquiries on a one and done basis where possible.
• Provide tone-neutral customer feedback about the product features to the Manager and the Product team.
• Accept and document constructive criticism and customer feedback regarding their experience with Dozuki’s product. 
• Take part in triage meetings with Engineering and Product teams to analyze and present product issues and advocate for the customers.
• Maintain in-depth knowledge of all existing and new product features.
• Provide timely and accurate technical assistance to Customer Success, Sales and other internal teams, ensuring minimal downtime and disruption to their workflow.
• Create and maintain comprehensive documentation and self-help resources to empower internal teams to troubleshoot common technical issues independently.
• Display flexibility and adaptability in a fast-paced environment, adjusting priorities and tasks based on changing business needs.
• Perform other related duties as assigned.
  

Job requirements:

• Minimum of 2 years of experience in Technical Support, preferably within SaaS environments.
• Basic understanding of how to use Postman to make API calls.
• Some familiarity with issue tracking and workflow management tools (i.e. JIRA, Product Board).
• Strong written and verbal communication skills.
• Excellent customer service and interpersonal skills, capable of engaging effectively with both technical and non-technical users.
• Attention to detail, ability to think creatively and solve complex technical issues, highly-driven and self-motivated.
• The ability to work collaboratively across teams, contributing positively to team dynamics and company culture.

What You Get

Dozuki is an awesome place to work, here are just a few of our benefits:

🤒 Excellent medical, dental, and vision benefits

🏝 Remote friendly workplace

📈 401(k) matching

👶 Generous parental family leave policy

🍼 Dependent care FSA

⛺️ Flexible schedules & unlimited paid time off

💵 2x salary in life insurance plus coverage for spouse and children

💌 Charitable contribution matching

❤️ Volunteer time off

💻 Computer supplies + workplace stipend

🧢 Dozuki swag