Technical Support Representative (Remote-USA)

Job description:

Technical Support Representative is responsible for providing technical support to the customers and guiding customers and internal team members in resolving technical inquiries. In addition to this, they raise awareness of product issues such as bugs, faulty logic, or new feature requests to drive customer satisfaction and assist the Product and Engineering teams in improving product quality. They embody the core values of Dozuki, face technical issues head-on, and work to put the business’ and our customers’ needs foremost in any discussion and help them use the product effectively.

As the Technical Support Representative, You Will:

• Act as the first point of contact on the customer journey, supporting customers through Zendesk tickets and over the phone as needed.
• Consult and guide customers through diagnostic and troubleshooting processes, to determine steps and procedures taken to identify and resolve the problem.
• Troubleshoot, identify, resolve and/or report all technical issues on customers’ behalf in a timely fashion.
• Give accurate advice and guidance to the customers and resolve their inquiries on a one and done basis where possible.
• Provide tone-neutral customer feedback about the product features to the Manager and the Product team.
• Accept and document constructive criticism and customer feedback regarding their experience with Dozuki’s product. 
• Take part in triage meetings with Engineering and Product teams to analyze and present product issues and advocate for the customers.
• Maintain in-depth knowledge of all existing and new product features.
• Provide timely and accurate technical assistance to Customer Success, Sales and other internal teams, ensuring minimal downtime and disruption to their workflow.
• Create and maintain comprehensive documentation and self-help resources to empower internal teams to troubleshoot common technical issues independently.
• Display flexibility and adaptability in a fast-paced environment, adjusting priorities and tasks based on changing business needs.
• Perform other related duties as assigned.

Job requirements:

• Minimum of 2 years of experience in Technical Support, preferably within SaaS environments.
• Basic understanding of how to use Postman to make API calls.
• Some familiarity with issue tracking and workflow management tools (i.e. JIRA, Product Board).
• Excellent written and verbal communication skills.
• Bachelors Degree in Business, Computer Science, or a related field
• Excellent customer service and interpersonal skills, capable of engaging effectively with both technical and non-technical users.
• Attention to detail, ability to think creatively and solve complex technical issues, highly-driven and self-motivated.
• The ability to work collaboratively across teams, contributing positively to team dynamics and company culture.

Perks and Benefits (The Good Stuff!):

• Medical, Dental, and Vision plans
• Generous PTO Including Time Off for Volunteering
• Pet Benefit Plan
• Flexible Spending Accounts for Healthcare and Dependent Care
• 401K With Matching
• Remote Workplace Stipend for Remote Employees
• Generous Parental Leave Policy

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Refugee and asylee candidates will be considered provided they can provide proof of status prior to beginning employment

AWS provides customers with the option to store their data in AWS GovCloud (US), which is managed solely by US Citizens in US locations. AWS GovCloud (US) is Amazon’s isolated cloud environment where accounts are only granted to US Persons working for US organizations.

Dozuki is committed to a diverse and inclusive workplace. Dozuki is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $55,000/year in our lowest geographic market up to $57,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Other incentives and compensation may be available based upon a number of factors.