Technical Support Specialist - Remote Eligible

Technical Customer Support Role

In this role, you'll be the backbone of our technical customer support, making our user experience more delightful and reliable for our millions of users. You'll help customers feel valued and cheerleaders for GPTZero by resolving issues and questions thoroughly. You'll also work closely with our sales and technical teams to resolve bugs and triage opportunities to the right team. Finally, you'll help engage and moderate our social media communities. The ideal candidate is an empathetic and highly motivated problem solver.

Responsibilities include:

• Serve as the primary point of contact for our customers and to route their 100+ emails/day to the right solution, resource, or team.
• Respond thoroughly and efficiently to complex technical or billing inquiries.
• Hop on calls with users to help resolve common issues.
• Jump into initial meetings with prospects to understand their needs and budget, and explain our product.
• Use our internal tools to triage and resolve customer complaints without escalating to the engineering team.
• Work with the engineering team to record workflows and help guides to resolve complex issues.
• Accumulate and report on common user requests and complaints in our task management software.
• Engage with our community on our social media.

Qualifications include:

• Stellar work experience in customer support in software.
• Excellent problem-solving skills with the ability to handle customer complaints and resolve issues promptly and well.
• English fluency and strong communication skills.
• Ability to work collaboratively and take initiative in improving our customer support as our team grows.
• Ability to provide stellar references.
• This is a remote role requiring 8 hours of overlap with Eastern Standard Time and 20-40 hrs/week.

Our perks include:

• Remote work with co-working hubs in Toronto and NYC.
• Competitive salary.
• Generous PTO and holidays.
• Wellness and learning stipend.