Technical Support Specialist

Contract Position
Remote within the U.S.

Are you ready to take your career in the medical aesthetics industry to the next level? We are currently seeking an experienced Technical Product Support Specialist to join our dynamic team and be part of an industry poised for rapid growth and disruption. We have successfully launched All , a groundbreaking technology platform that has revolutionized the industry. All has quickly gained popularity, serving millions of consumers, tens of thousands of aesthetics providers, and thousands of colleagues across the US. As part of their beauty journey, consumers rely on All for curated promotions and personalized experiences. Join our Technical Product Support group and play a vital role in improving the All platform while providing exceptional service to our valued customers.


As a Technical Support Specialist, your responsibilities will include:

• Providing exceptional customer service through various channels (email, phone, chat).
• Managing accounts and facilitating smooth technical onboarding to make sure there isseamless adoption of our SaaS platform.
• Educating users on platform features to maximize their business success and derive the most value from our services.
• Troubleshooting and resolving technical issues independently or escalating them to our Technical Product Support Engineers when necessary.
• Collaborating with cross-functional teams to identify and address customer pain points effectively.
• Continuously improving support procedures, policies, and documentation to enhance the overall customer experience.
• Assisting in the development and maintenance of our knowledge base alongside our Technical Writers.
• Becoming a subject matter expert in Alle For Business personas.
• Collaborating with various teams (customer support, customer success, technical) to tackle escalated technical issues.
• Thoroughly documenting client interactions, including inquiries, complaints, and resolutions for future reference and analysis.
• Providing valuable input for enhancing the customer experience and optimizing internal processes.

Required Experience & Skills:

• 3+ years of experience in technical support, customer service, or account management.
• Excellent analytical and problem-solving skills.
• Proficiency in supporting ticket management systems like Zendesk, Salesforce, etc., and optimizing their usage.
• Troubleshooting experience with web pages and Android/iOS Apps.
• Familiarity with messaging tools.
• Strong written and verbal communication skills, serving as the voice of the customer.
• Proactive and adaptable, capable of both independent work and collaboration.
• Exceptional customer service skills, demonstrating high empathy, patience, and resourcefulness.
• An understanding of software development and customer support cycles.
• Meticulous attention to detail and ability to prioritize effectively in a fast-paced environment.
• Enthusiasm to become an expert in our products and proactively promote them to customers.
• Apositive attitude and a commitment to going above and beyond.

Company Values:

• Stay Curious: You're intelligent and open-minded, always eager to learn from those around you.
• Embrace Transparency: You believe in honesty, directness, and open communication as the foundations of a strong working environment.
• Take Initiative: You take ownership of your work and derive satisfaction from finding solutions.
• Foster Growth: You actively seek out opportunities for self-improvement through various channels like blog posts, newsletters, podcasts, video tutorials, and meetups.
• Spread Positivity: You express gratitude and extend kindness to your colleagues, creating a supportive and uplifting atmosphere

Take the next step in your career and be part of our high-performing team today. Apply now!