Technical Support Specialist

Company: Overpass
Location: Newark
Posted on: November 19, 2020

Job Description:

Overpass is a SAAS based remote-work platform with offices in Newark, NJ, Brooklyn, NY & Cluj-Napoca, Romania. We provide the platform to hire the best sales experts, engage and maintain amazing customer relationships, and effectively manage remote teams from anywhere in the world. We re looking for a Technical Support Specialist to join our team in Newark NJ. You will serve as the liaison between customers, the product development team, and management. The main goal is to assist, educate, troubleshoot, see patterns, and go above and beyond to resolve customer and platform problems. The ideal candidate is resourceful, patient, helpful, technically savvy, and friendly. They work well as part of a team, treat customers and coworkers alike with the highest respect, and search for new ways to improve the customer experience, improve themselves, and do what they can to ensure customer success. Responsibilities * Communicate with current users and drive engagement by solving technical problems that might arise, and answering their product-related inquiries through email, chat, and phone. * Troubleshoot technical problems on the platform while working with customers to identify and confirm any issues. * Effectively communicate with the product development team and prioritize issues accordingly. * Create bug tickets, submit feedback requests, and relay ideas from customers to stakeholders within the organization * Proactively communicate possible solutions to common customer problems Qualifications * You are focused, and understand the importance of effective, warm, professional, and timely communication. * You possess empathy and can identify with customers who may be frustrated, and you are able to calm them while addressing their issue. * You have a technical background beyond that of an average tech-savvy person and are no stranger to browser-related issues, operating systems, and connectivity issues. * You can learn new digital platforms and software with ease. * You can easily determine all the necessary details to troubleshoot an issue, and easily map out all the avenues of testing to determine the source of a technical problem. * You are self-motivated and are able to self-manage. You display ownership and are capable of seeing both day-to-day tasks and larger ongoing projects through to completion with little oversight. * You have diplomacy and grace under pressure * Basic knowledge of HTML, CSS, Javascript, or other coding languages * Strong written and verbal communication skills Overpass is on a mission to remove the obstacles to working remotely. We provide an all-in-one platform where our clients can discover a marketplace of top sales talent, post job openings, hire, interview, and manage a completely remote sales team effectively from almost anywhere in the world. We empower our contract-based agents to build their careers by combining the flexibility of remote work with the stability of consistent, ongoing opportunities. Show moreShow less

Keywords: Overpass, Newark , Technical Support Specialist, IT / Software / Systems , Newark, New Jersey