Sapphire Ventures
Partnering with expansion-stage, enterprise software companies that we believe can become category leaders.
Sapphire Partners
Limited partner investing in exceptional early-stage venture fund managers.
Sapphire Sport
Partnering with early-stage companies at the nexus of technology and culture.
Menu close
Sapphire
hero

Portfolio Jobs

Looking for your next role? Take a look at these exciting jobs at Sapphire Ventures’ portfolio companies. Our Talent team is passionate about connecting you to your dream job!

Technical Support Specialist - US Remote

Degreed

Degreed

IT, Customer Service
Salt Lake City, UT, USA
Posted on Friday, June 28, 2024
Beware of fraudulent recruitment activities impersonating Degreed. Scammers are using our name, “Degreed”, impersonating our website, and claiming to be affiliated with Degreed as part of a recruitment scam. Please note that Degreed does not recruit talent through WhatsApp, Telegram or any other direct-messaging systems other than Degreed.com e-mail and, during the interview process, phone numbers. We also do not request sensitive personal or financial information in an unsolicited manner, nor do we offer employment opportunities that require upfront payments or promise unrealistic returns.
Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. Degreed exists to discover, empower and recognize the next generation of the world's expertise.

Degreed is looking for a Technical Support Specialist to join our Client Experience (CX) team. As a Technical Support Specialist, you will interact directly with Degreed clients and their end-users to ensure that technical issues are resolved quickly and efficiently. You are ready to provide an unparalleled support experience, and you recognise that this role significantly impacts the Degreed client experience and can impact client satisfaction and retention.

This role reports to a Manager, Americas Technical Support, and will ideally be based in Salt Lake City, Utah.

Day in the Life

  • Provide technical support to Degreed clients via phone, email, and/or chat platforms; work with end-users to diagnose and resolve routine technical software issues quickly and efficiently.
  • Track and document all technical issues and the steps taken to resolve the issue, including writing articles in the Knowledge Centre; escalate cases to upper-tier engineers or other CX resources when appropriate.
  • Support client questions and issues by gathering data about the problem they are experiencing, analysing their needs, then research possible resolutions before implementing the best solution to meet the specific situation.
  • Stay current with product updates, system changes, and customer support team procedures and best practices.
  • Assisting in the onboarding of new team members.
  • The ability to work rotating weekend shifts as needed.
  • This description reflects management’s assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time.

Who You Are

  • 1-3 years of experience in technical customer service/technical support or help desk support.
  • Professional fluency in English and French including speaking, listening, reading, and writing skills.
  • Proven ability to learn new software quickly for the purpose of supporting end users.
  • Effective use of listening skills to develop an understanding of client inquiries and problems
  • Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. You inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated.
  • Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems.
  • Able to work independently, within a team, and cross-functionally to best support the client and/or improve the product.

What Sets You Apart

  • Experience with web troubleshooting (i.e., capturing network traces, extracting a .HAR file).
  • Experience with SaaS applications and platforms.
  • Basic knowledge of API interfaces, SSO, and FTP troubleshooting.
  • Experience with ticket management systems and call tracking applications.
  • You are passionate about continual learning and sharing knowledge.
  • Ability to work 9am-6pm PST to accommodate West Coast coverage.

#LI-REMOTE
100% Remote

Compensation and Benefits at Degreed

Degreed is passionate about pay transparency and we are committed to fair and equitable compensation practices. The pay range for this role is $50,000 - $67,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
We believe your best work happens when you have a complete life balance, and Degreed gives you the support and flexibility to make that happen. Degreed is committed to delivering a comprehensive benefits program that provides the support you need. At the time of this posting, this role is eligible to participate in the following benefits and wellness programs:
  • Comprehensive health insurance for you and your family (both PPO and HDHP plans available)
  • Dental and vision plans for you and your family
  • Employer-paid life insurance, AD&D, short-term disability, and long-term disability
  • Company equity
  • 401(k) Retirement Savings Plan with up to 4% match
  • Company funded HSA and dependent care FSA (pending eligibility)
  • Generous Parental Leave
  • Unlimited Paid Time Off and 5 sick days per year
  • Education benefit: Up to $1,200 per year for anything you want to learn (and we mean anything!)
  • One-time Home Office Stipend to make your workspace more comfortable
  • Monthly internet and phone stipend
  • Monthly wellness stipend through Forma
  • Wellness programs focused on your financial, physical, and mental wellbeing
*Degreed reserves the right to modify these benefits at any time, for any reason in accordance with applicable law. Please note the offerings vary based on location.

Work Environment & Physical Demands

Degreed is a remote-first company, however our roles are open to in-office or hybrid if you live in a city with a physical office location. This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our US and International colleagues through virtual meetings (Zoom), email, and Slack. In this role, you will be required to operate a laptop computer, computer software platforms, and other office productivity machinery as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods, and must be able to observe and interpret written and/or verbal communication.

Additional Information

Degreed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
We are committed to the full inclusion of all qualified individuals. As part of this commitment, Degreed will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.
Degreed uses the E-Verify employment verification program.