Technical Support Advocate – Weekends vacancy in Pinger United States

Full Time

Website Pinger

This Job Listing is about Pinger in United States 2022

About the job

Full Time Technical Support Advocate – Weekends

Pinger is seeking a full time Technical Support Advocate to help deliver the best possible support experience to Pinger’s customers. This role requires the identification and resolution of complex technical issues through the gathering of key details within nuanced customer interactions. Those who have a natural curiosity for how things work, a persistent desire to learn, a willingness to try new things and enjoy collaborating with multiple teams, will likely find success in this role.

Responsibilities

The Technical Support Advocate is responsible for consistently providing a positive experience to users through the adherence of service level agreements while interacting with customers via live chat, email and SMS through the Zendesk platform.

The responsibilities for the role include, but are not limited to:

  • Manage and respond to technical support requests via email, SMS, and live chat through Pinger’s support system in adherence with Pinger’s service standards
  • Act as an advocate for Pinger’s customers by investigating customer reported problems, by gathering customer information, including customer impact, via tools (Splunk, SQL, Logs) to file, scope, and prioritize bugs, or product improvements, while acting as the conduit between customers and other functions
  • Investigate potential issues reported by our internal teams and understand the likely impact to Pinger’s customers
  • Participate in the testing of pre-release products to identify potential areas of concern ● Collaborate with members of the Support team to identify common issues being reported, present resolutions, and participate in achieving departmental goals
  • Participate in the improvement of existing processes, policies, or tooling, to continuously improve the support of Pinger’s customers
  • Participate in the training, or retraining, of team members as it relates to the best way to support Pinger’s customers

Requirements

  • Basic knowledge of mobile operations software. Particularly, iOS and Android ● 1-3 years of customer service experience
  • Naturally curious problem solver
  • Strong written communication skills
  • Full time

○ Wednesday – Sunday

○ Friday – Tuesday

Reports to: Technical Support Manager

Company: Pinger

Vacancy Type: Full-time · Associate 

Job Location: United States

Application Deadline: N/A

Apply Here

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