Experienced Technical Support Specialist

1 day ago

Gujranwala, Punjab, Pakistan beBeeCustomerSupport Full time $80,000 - $120,000
Global Technical Support Role

Motive is seeking an experienced technical support professional to join our Global Technical Support organization.

You will provide white-glove service and technical support to customers, focusing on a small number of clients who recognize you as their central point of contact for product support issues.

  • Owning or orchestrating the resolution of cases, building strong partnerships, and providing an unparalleled support experience for assigned customers.
  • Meeting or exceeding customer expectations on response quality, timeliness, and overall customer experience.
  • Collaborating with Customer Success Managers to receive, manage, and expeditiously resolve escalations from assigned customers.
  • Collecting information and documenting bugs with Engineering for product issues that are impacting customers.
Key Responsibilities

In this role, you will:

  • Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
  • Provide well-thought-out and reliable direction to help designated customers integrate and maintain their account integrations.
  • Updating internal teams regarding important account SOPs and ensuring specific account SOPs are created, followed, and improved.

We're looking for someone with:

  • Minimum 1.5+ years of experience in customer support and technical support.
  • Excellent customer communication skills in various forms (written, live chat, conference calls, in-person).
  • Experience addressing customer escalations and relaying concise updates to stakeholders.
  • Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments.

Motive values diversity and inclusivity in the workplace, promoting equal opportunities for individuals with different backgrounds, experiences, abilities, and perspectives.

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