Technical Support Analyst  

About the Role

This is a role that requires a broad skill set to be successful. Not only will you be directly responsible for keeping the client's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights and to test new features before release to help us build the best possible product for our customers.

Responsibilities

· Effectively resolve customer enquiries in a considerate, accurate, and timely manner.

· Compose thoughtful, personalized responses for a variety of customer requests.

· Triage incoming requests and spot trends in customer issues to flag for the wider team.

· Identify, reproduce, and document bugs for our engineering teams.

· Work with the product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback.

· Make active contributions to help achieve team goals and successes.

· Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Techincal support experience;
• Remote desktop support experience is a plus

Requirements

· You care deeply, genuinely, and passionately about customer support and about the role it plays in making a customer-centric team successful.

· You understand the web and how it works.

· You know when something is over your head and are not afraid to ask for help. You are skilled at explaining technical problems succinctly and clearly.

· You possess a mastery of English and are a strong, confident, and exacting writer.

· You exhibit diplomacy, tact, and poise under pressure when working through customer issues.

● 6 months to 1 year of customer service experience (may it be email, phone, or chat support)

● Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications. Basic to Intermediate knowledge of Javascript, HTML and Operating Systems (PC/Mac OSX)Troubleshooting

● Excellent reading comprehension, verbal, and written communication skills

● Strong and effective phone contact handling skills

● An ability to understand and communicate complex ideas to customers, both verbally and in written form

● Aptitude to quickly learn and navigate new technology, systems, and applications

● Ability to accept feedback gracefully and with an open mind

● Intermediate understanding of common Customer Experience best practices

● Customer orientation and ability to adapt/respond to different types of characters

· Strong verbal and written communication and customer handling skills

· You have previously worked with customer support for a web-based application or something similar.

Bonus Points

· You have previously worked in a dynamic startup environment.

· You have experience troubleshooting Windows and/or Mac OS X computers.

· Ensuring a diverse and inclusive workplace where we learn from each other is core to Bluescape's values. We welcome people of different backgrounds, experiences, abilities perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.

· Big Plus- has experience doing live remote support calls