What are the responsibilities and job description for the Customer Support Specialist position at Tech Firefly?
As a Customer Support Specialist, you'll collaborate closely with key stakeholders in sales operation, including Sellers, Go-to-Market, Product Management, Engineering, and Global Product Leads. Your role will focus on delivering exceptional tool support and vendor enablement. This includes training, documentation, quality assurance, process optimization, and identifying opportunities to enhance our processes, products, and vendor program. You'll empower our team and agents with the necessary knowledge, skills, and processes to provide world-class support to our Sellers.
Pay: $25 /hour based on experience
Must work 5 days per week on-site in office (Austin, TX)
- Subject matter expert to seller anchor tools and processes pertaining to buyside sellers and cross functional partners, includes creating and maintaining training resources and updating workflows.
- Core responsibility is technical troubleshooting; addressing sellers inquires across a broad spectrum of seller tools, including triaging bugs on behalf of sellers to Global Product Leads, Program Managers, and Engineering
- Support the Technical Services team to deliver insightful, actionable feedback to enhance products and processes.
- Drive performance accountability to ensure Service Level Agreements (SLAs) are consistently met or exceeded.
- Identify opportunities for new or improved scalable, efficient and accurate workflows.
- Success in technical troubleshooting, execution, multi-tasking and delegating
- Stakeholder management skills
- Ability to clearly articulate problems and recognize clear solutions
- Problem solving and analytical skills with a high degree of analytical rigor
- Flexibility to work across time zones in a fast-changing environment
Preferred Qualifications:
- Knowledge of Google seller tools and workflows
- Identifying and executing process improvements
- Strong written and verbal communication skills, and delivery to both technical and business stakeholders
- Interest in improving sales processes and client’s products
Subsidized Medical, Dental and Vision Insurance
Paid Time Off
Employee Assistance Programs
Retirement Savings
Salary : $25
