Technical Support Specialist
Ethena
What you’ll do
- Become a trusted contact for our customers by guiding them through account setup, integrations, issue troubleshooting, and questions
- Maintain and thoughtfully add to external help center and internal knowledge base as our product and customer needs evolve
- Manage a high volume of support tickets via email and chat, effectively prioritizing based on account size and urgency
- Own support automation solutions & provide recommendations for overall support strategy; build systems to scale support over time
- Serve as internal subject matter expert on integrations, including Single Sign-On, HRIS, Learning Management System, and Looker
- Capture suggested improvements and feedback from our customers for the Product team; offer values-driven suggestions to help Ethena solve our customer's expanding compliance needs
- Submit, track, and escalate Engineering tickets as needed, while keeping customers informed of progress in an easily digestible manner
What makes a great candidate
- Excellent customer service skills - the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language
- Experience investigating and troubleshooting technical issues in a web based environment, using standard browser debugging & account impersonation tools
- At least three years of experience working in a customer-facing support role
- Experience proactively documenting and flagging complex technical issues, with superior attention to detail throughout
- An interest in developing more technical skills and experience in partnership with engineering counterparts
- Excellent written and spoken communication skills
- Experience building and maintaining internal and external knowledge bases
- Familiarity with Single Sign-On, HRIS, and Learning Management System integrations with ability to be trained to own customer set-up within 6 mo of onboarding
- Some familiarity with Looker or a similar business intelligence tool
Physical Demands
- This is sedentary work that primarily involves sitting/standing in a home office environment.
Compensation
- The annual starting salary for this position is between $70,000-$85,000 annually depending on geography, skills, experience and other qualifications of the successful candidate.