Job Details
Qualifications
- Customer service
- PaaS
- SaaS
- Technical support
- Technical writing
Job Description
Technical Platform Support Specialist
Fulltime
NYC - Onsite (Hybrid)
A fresh graduate with Tech Support skills are also welcomed.
NYC metropolitan area or are willing to relocate.
Job Description - Technical Platform Support Specialist
As part of our growing team, you'll spend most of your time interacting directly with our users and ensuring that they achieve success with our platform. Because of the nature of our product, the work you'll do in this role is critical. If you are comfortable in the face of ambiguity, exceptionally analytically minded, and a self-starter with an insatiable appetite for learning, then we want to hear from you!
As a Technical Platform Support Specialist, you will:
- Become an expert in all things Blockboard - our platform, users, and the media ecosystem
- Apply your knowledge to answer questions directly, triage bug reports, escalate tickets to the team with a concise, clear set of reproduction steps that accelerates the time-to-resolution
- Analyze and optimize our tools, documentation, and processes to improve and help scale our operations
Minimum requirements:
- Has a proven ability to learn a technical, internet-based trade, skill, or tool
- Exhibits an investigative mindset, high attention to detail, and aptitude for learning
- Thrives in the face of ambiguity, demonstrating an ability to problem solve with minimal guidance in a rapidly changing environment
- Has exceptional written and verbal skills; can translate complex solutions to users concisely and clearly, while collaborating with the team effectively and efficiently
What will help you excel in this role:
- Prior experience with technical support, B2B and SaaS/PaaS experience is preferred
- Ability to adapt quickly to changing priorities and customer needs
- Familiarity with technical writing; writing troubleshooting and navigation steps for websites
- Attention to detail and curiosity to identify the core of issues
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Experience level:
- 5 years
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Technical Support: 5 years (Preferred)
- Customer service: 2 years (Preferred)
Work Location: In person