Job description
Job Title: Senior Technical Support Specialist (T2)
Location: Remote
Work Shift: PST Timezone
Job Description:
The Senior Technical Support Specialist (T2) is an essential member of the Support team that provides assistance to customers and teammates alike by providing solutions and will also provide additional technical help to team members in the absence of the Technical Support Lead. The role will report to their Technical Team Lead.
Key Responsibilities:
Create a warm, friendly, and effortless experience when engaging with the customer.
Provide a top-notch customer experience through asynchronous messaging, live chat, phone support, email, video calls, recordings, and help desk software.
Enhance the customer experience by creating guides and walkthroughs.
Document solutions and stay up to date with platform updates.
Provide aesthetic and functional solutions to customers when creating and developing websites on the platform, including images, text, audio, video, embedded media, galleries, call-to-action buttons, opt-in forms, carousels, countdown timers, blog posts, SEO, social sharing, site navigation, branding, page scripts, color palettes, theme updates, and more.
Provide insight on billing and plan inquiries, process requests such as plan changes, refunds, applying credit and coupons, account cancellations, and assist customers with self-service payment integration detachments.
Assist with account settings and configurations including user roles, password resets, privacy settings, notifications, and account analytics.
Provide insight and support for partner programs, commission systems, payouts, and affiliate link utilization.
Assist in creating and configuring email broadcasts, sequences, newsletters, and custom email domains. Provide insights on email deliverability.
Support customers in configuring podcasts, uploading transcripts, and addressing SEO, file compatibility, RSS feeds, and file storage concerns.
Assist with the Coaching feature, including session creation, third-party scheduler integration, and customization.
Provide guidance on Community features including creation, management, and moderation.
Support course creation including uploading multimedia, compressing media, using templates, structuring lessons, scheduling content availability, and understanding file limitations.
Assist in setting up product pricing options including one-time, subscription, and multiple payment options, coupons, affiliate links, and payment integration.
Support customers using the mobile app including troubleshooting and navigation.
Assist in creating and configuring marketing funnels and events, including automations and opt-in forms.
Support CRM functionality such as contact segmentation, tagging, list imports/exports, email subscription management, and assessment creation.
Provide insight into platform analytics including revenue, opt-ins, product progress, and sales data.
Help configure third-party integrations (e.g., Aweber, Mailchimp, Drip, ConvertKit, ActiveCampaign, Segment, Google Analytics, Facebook Pixel, Zapier, Clickfunnels) via webhooks or API.
Guide domain and subdomain setup including DNS and nameserver configuration.
Support in-app translation requests.
Contribute to internal projects by identifying customer pain points and trends.
Collaborate with the Tech Lead on ticket investigations and escalate appropriately.
Mentor new team members by sharing product knowledge and experience.
Serve as the go-to for advanced or complex customer inquiries.
Provide triage before escalation to Tier 3 Tech Leads.
Participate in ongoing efforts to build a world-class support experience.
4+ years of SaaS troubleshooting experience in a fast-paced Technical Support role.
In-depth knowledge and mastery of the platform.
Quick learner with strong ability to master web-based tools.
Customer-first attitude with a passion for helping others.
Excellent interpersonal and communication skills.
Strong analytical and investigative mindset.
Advanced knowledge of Front-End Web Development (HTML, CSS, JavaScript, Liquid, SEO, RSS).
Experience with CRM systems and managing contacts.
Solid understanding of DNS, CNAME, and SSL.
Knowledge of email deliverability best practices.
Root cause analysis skills for resolving escalated technical issues.
Team-oriented with the ability to work well under pressure.
Highly organized, detail-oriented, and good at managing time.
Familiarity with support platforms like Zendesk.
Must pass a product knowledge and communications certification exam.
Nice-to-have:
- A Bachelor’s Degree in MIS, Computer Science, or related field (or equivalent experience).
- Experience mentoring or training staff.
- Recognized as a go-to expert by peers.
- Ability to explain technical concepts to non-technical audiences.
- Eagerness to learn and teach.
- Self-starter with a focus on productivity and team contribution.
- Proactive in identifying and solving process inefficiencies.
