Technical Support Specialist - East

Job Description

BetterCloud is the leading SaaS Management Platform (SMP) that enables IT professionals to discover, manage and secure the growing stack of SaaS applications in the digital workplace. With an expanding ecosystem of SaaS integrations, thousands of forward thinking organizations like Zoom, Walmart, and Square now rely on BetterCloud to automate processes and policies across their cloud application portfolio.

A pioneer of the SaaSOps movement, BetterCloud has built a community of more than 45K IT professionals who are embracing the new role of SaaSOps within IT organizations. The company launched the first-ever annual SaasOps-focused conference, Altitude , and publishes annually the definitive market research report, State of SaaSOps , on the market and category.

BetterCloud is headquartered in New York City with offices in San Francisco, CA and Atlanta, GA. The company's total amount raised to date is $187 million. Investors include Warburg Pincus, Accel, Bain Capital Ventures, Flybridge Capital Partners, and Greycroft Partners.

We are looking for a Technical Support Specialist who is excited to provide our rapidly growing customer base with exceptional support. You and your teammates will be interacting with customers via email, chat, and video calls. You’re a great match if you possess creative troubleshooting skills to offer and provide solutions to customers.

*Please note that this role would be supporting East Coast working hours*

About You

• Creative thinker and strategic problem solver
• Proven ability to quickly and calmly resolve technical issues for both happy and unhappy customers
• Ability to communicate technical concepts clearly and effectively, both written and orally
• Ability to work independently and as a part of a team effectively
• Required to be flexible, detail oriented and organized with the ability to multitask
• Excited to play an integral role during our company’s most rapid growth period
• Smart, hungry, and looking for real world experience starting your first day
• On-call rotation/shift availability
• Strong technical background with demonstrable understanding of IT and Internet technologies
• Demonstrated ability to learn new skills quickly
• Familiarity or working knowledge of IT Administration tasks/duties
• Familiarity or working knowledge of case management, bug ticket management, customer feedback management and other general help desk technical processes

Qualifications | Desired

• 1-2 years in a B2B customer facing technical support or help desk role
• G Suite, Okta, Office 365 or other SaaS/Cloud based applications administrative knowledge and/or certifications
• Experience with ticketing systems (Zendesk/ServiceCloud/etc), JIRA, BigQuery, Google App Engine
• IT/Systems Administration experience
• Remote team experience

What You’ll Do

• Become an intimately familiar with BetterCloud platform and services and backend tools as well as other SaaS/Cloud based applications
• Prioritize, answer, and implement creative solutions for customers within our SLAs primarily via chat (75%) and email/web ticket (25%)
• Manage tickets via our ticketing system (ServiceCloud)
• Actively contribute to our online community and knowledge database for up-to-date customer information and solutions
• Work collaboratively with our T2 and Escalation Management team for technical support escalations, and manage the communication process to the partner/end user ticket requester
• Complete the G Suite Administrator and other relevant Certification Exams (company sponsored) as desired/required
• Participate in holiday coverage shift rotation for high priority issues

What We Offer

• Competitive base salary
• Full benefits package
• Stock options
• Fast paced Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

*Remote - Qualified applicants based on most states of the U.S.A. are eligible for this position. Note that there are a number of states from where this position cannot be held.

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