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Senior Technical Support Specialist

Qualified.com

Qualified.com

IT, Customer Service
Multiple locations
Posted on Tuesday, April 9, 2024
Qualified is looking to add a new member to our Technical Support team as we scale our world class support. As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering. You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience. If you love helping others, solving puzzles, and working on an agile team this is the place for you.

Responsibilities:

  • Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.
  • Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
  • Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
  • Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
  • Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
  • Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
  • Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Qualifications:

  • You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
  • 3+ years of experience providing support in a B2B SaaS company
  • Bachelors degree
  • Excellent interpersonal, communication, and writing skills
  • Extensive knowledge of Salesforce CRM
  • Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)
  • Working knowledge of Javascript and API errors
  • Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
  • Passion for making customers successful with software solutions
  • You enjoy analyzing issues and digging into complex problems
  • You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances.
  • The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge.
  • You’re interested in growing your career in Technical Support and helping us grow an amazing team.
About Qualified
Qualified is the AI pipeline generation platform for revenue teams that use Salesforce. Headquartered in San Francisco, Qualified delivers pipeline generation at scale with AI and automation for thousands of customers like Autodesk, Blackbaud, and Epson. Led by former Salesforce CMO Kraig Swensrud and former Salesforce Product SVP Sean Whiteley, Qualified boasts 900+ 5-star reviews on G2 and is ranked #1 on the Salesforce AppExchange. Qualified is funded by Sapphire, Tiger Global, Norwest Venture Partners, Redpoint Ventures, and Salesforce Ventures.
One Team
We’re all in this together with a shared goal: grow the business and each other. Work as a team, win as a team. Collaborate and strategize across departments to deliver A+ work. We are bold thought leaders that value creating a sense of belonging for all and celebrating our wins, big or small.
Customer Obsessed
Prioritize the customer above everything else. Build a product that our customers love. Establish ourselves as their trusted advisor and do “Whatever it takes” to make them successful. Prove the ROI. Only when our customers win do we win.
Think Big & Move Fast
We’re defining a new category and we have fierce competition. Fast-paced innovation is the name of the game. We look forward. We reimagine. We throw out new ideas. We test things. We move quickly. We challenge the norm. We don’t settle for status quo.
On the heels of their Series C financing, Qualified is looking to grow the team so that they can do even more, even faster; they’re focused on delivering our customers more innovation, additional services, an expanded product portfolio, and even deeper ties into the Salesforce CRM platform. Qualified is looking for folks that are fired up about joining a fast-paced, fast-growing company that is doing big things.
Diversity & Inclusion
Qualified is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.
We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.