Technical Support Specialist II (Portland, OR)

| Portland, OR
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About Us
Every small business journey is different, filled with its own twists and turns. Mineral is with them every step of the way, taking the guesswork out of HR and compliance so that they’re always ready for whatever lies ahead.

Mineral brings together the best of two HR and compliance powerhouses: ThinkHR and Mammoth.
By combining certified HR experts with tech-enabled tools, Mineral takes the guesswork out of HR. Our innovative platform is a one-stop resource for small businesses, filled with everything they need to tackle even the trickiest workplace issues with confidence.

Humble brag alert: Mineral has been consistently recognized for our award-winning culture, and we’re especially proud of our 2020 Great places to Work certification. Simply put, Mineral is a place where people want to be, which could explain why we’ve also been ranked among the nation’s fastest-growing private companies. 

As a company, Mineral is also made up of incredibly diverse, vibrant individuals, working together for the greater good. We’re here to help our clients build healthy, thriving organizations, and we’re looking for some like-minded people to help us do it.

As a Technical Support Representative, you are responsible for keeping our clients and partners up and running on our various product platforms. You use your critical-thinking, problem-solving, empathy, and communication skills to build positive relationships with our clients and partners. We will rely on you to calmly and professionally provide urgent resolutions while taking detailed case notes and collaborating with our engineering and product team for bug fixes and feature enhancements. Our team is a highly collaborative group, and we love to have fun, so bringing your best self to work every day feeds the team's energy. 

Please note that this is a temporary position with working hours Monday - Friday, 8am-5pm (PT). This position is eligible to work remotely.

You will:

  • Communicate with clients, partners and internal teams across multiple channels; including but not limited to phone, chat, and web/email 
  • Receive, investigate, and respond to support needs and issues; including inquiries related to product access, account sign-in, navigation and other miscellaneous technical requests 
  • Stay current on our platforms and any known issuesto assist our partners & clients who interact with our products, services, and internal applications 
  • Advocate on behalf of the client and/or partner. Be sure we’re providing feedback on the products that meet the needs of our clients and/or partners 
  • Document all interactions with detail and accuracy within proprietary ticketing systems,escalate issues internally as needed 
  • Perform other duties as assigned 

You have:

  • 2+years of experience in a contact center or customer support role providing multi-channel support
  • Excellent customer support skills – verbal and written communication, empathy, patience, and a passion for helping solve problems with other people 
  • Savvy with new technology – inherent ability to explore and understand technology and the various issues that could come up 
  • Critical thinker and adept at problem-solving 
  • Interpersonal skills: Remain open to others' ideas and exhibit willingness to try new things 
  • Proven track record of troubleshooting issues – determining causes of errors and deciding what to do about it 

Equal opportunities, accessibility for all
Mineral values diversity and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mineral are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

We’re also committed to providing reasonable accommodations for qualified applicants with disabilities in our job application and recruitment process. If you need assistance or an accommodation, don’t hesitate to reach out to us at [email protected]

Security Alert 
We’re aware of phishing scams targeting job candidates. Mineral will never ask you to do anything that puts your privacy at risk. Verify that your recruiter’s contact information is from the trustmineral.com domain. If you encounter suspicious activity, please notify us at [email protected] 

More Information on Mineral
Mineral operates in the HR Tech industry. The company is located in Portland, OR. Mineral was founded in 2005. It has 235 total employees. It offers perks and benefits such as Health Insurance Benefits, Life Insurance, 401(K), Generous PTO. To see all 19 open jobs at Mineral, click here.
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