Technical Support Sepcialist

We are a fast-growing SaaS company selling a wide, complicated product to associations & non-profits. Our state-of-the-art microservices architecture means we deploy to production 20+ times per day.  We are hiring a Technical Support Specialist who will be focused on responding to technical inquiries about our software and providing training and support to our customers. 

The role’s primary focus will be managing support requests. When our customers reach out, this person will assess their support ticket to determine if it is a bug, configuration issue, feature request, or training need.  The Technical Support Specialist will work closely with the services and engineering teams to understand customers’ needs and ensure the software supports their business processes.

The Technical Support Specialist aims to invoke customers’ joy by accurately diagnosing and quickly resolving their issues.  The ideal candidate has experience managing support requests in a non-scripted environment while providing step-by-step instructional documentation to customers.   

There are substantial growth opportunities for this role! Typically after 6-12 months, technical support specialists can move into other areas of the organization, including:

• Product Management

• QA

• Sales Engineering

• Software Implementation 

If you’re looking to start your career, this is the place.

• Demonstrate a deep understanding of the software and best practices

• Execute the support standard operating procedure to ensure timely issue resolution

• Facilitate customer meetings and communicate with sales, engineering, and product teams

• Work with customers to replicate problems to understand and document their issues fully

• Manage risks and escalating high-priority issues 

• Assure quality of issue resolution - bug fixes, configuration changes, and enhancements

• Train customers to ensure understanding and success with the platform

• Provide input to the engineering, services, and product team about issue trends and suggested improvements

• Author knowledge base articles to educate customers and reduce support tickets

• Currently based in the US

• Polite, well-spoken, charismatic

• Prior Technical Support experience (preferably in a SaaS environment)

• Technical aptitude to master our support tools

• Comfortable with quick, accurate, and persuasive email and phone outreach

• Comfortable working with small, new, and growing teams

• Able to work productively with remote teams

• Experience with customer support tools (e.g., ZenDesk, Jira)

• Excellent organizational and time management skills

• Ability to prioritize and juggle multiple tasks 

• Ability to learn new technologies

• Ability to communicate technical information in an accessible manner to non-technical users

For you - the ideal candidate - the answer is an easy one:

• You want the freedom to solve problems the way you want: using the latest tools and techniques 

• You take satisfaction in working with customers and empowering them through learning and education

• You love data and building out processes, and feeding back that data for continuous improvement

• You want to work in a fast-paced environment 

• You have strong interpersonal skills and want to improve through giving and receiving feedback continuously

• A slow, steady smile has spread across your face as you’ve been reading this

Rhythm is a small, rapidly growing startup company based in Atlanta, GA. We’ve embraced the economic and technological benefits of serverless computing and a loosely coupled microservices architecture to deliver high-quality, disruptive software to associations and nonprofits.  

Our north star - simple. Delight the customer.

Everything we do, every activity, every bonus plan, and every initiative - centers around creating child-like joy among our customers. We work closely with our customers to deeply understand their needs and capture the nuance in their daily challenges. We use that knowledge to deliver the best, most intuitive experiences possible. Our ability to listen, learn, develop, and delight quickly and consistently sets us apart. We know we're on our game when customers tell us they feel heard.