Technical Support Representative -

Scope of the Role

We’re seeking a driven organized and highlymotivated Technical Support Representative. As a Technical Support Representative you will be responsible for providing an excellent customer experience to Andrena’s customers. You will be the first point of contract for our users providing expert technical assistance and ensuring a seamless experience for all. This person must be an adaptable selfstarter with strong critical thinking skills as they'll interact with different customers every day while working closely with various departments juggling multiple priorities.

Duties and responsibilities:

• Handling customer technical support cases through phone live chat and email submission in a timely and professional manner.
• Troubleshooting/Diagnose: Identifying and resolving issues with computer systems software and hardware. This may include diagnosing problems guiding users through troubleshooting processes and using diagnostic tools.
• Maintain a high level of customer satisfaction through excellent communication and problemsolving skills.
• Improving existing programs by evaluating objectives and specifications reviewing proposed changes and making recommendations.
• Achieving computer stem objectives through collecting relevant data identifying and evaluating options and suggesting a course of action.
• Maintain client confidence by keeping their information confidential.
• Collaborate with team members to continuously improve support processes and user experience.
• Document and escalate complex technical issues to the appropriate departments when necessary.
• Participate in training sessions to stay updated on product knowledge and technical support best practices.
• Act as a single point of contact for both your customers and our internal resources with the goal of coordinating efforts to solve customer issues and grow the business.
• Efficiently manage a high volume of customers with varying needs.
• Support Andrena’s customers with a high level of professionalism and integrity.
• Demonstrate excellent communication skills as you interact with customers.
• Owns customer retention by reducing churn increasing customer adoption and improving customer satisfaction.
• Identify and mitigate risk early to ensure ongoing customer satisfaction.
• Demonstrate empathy and be a trusted advisor and advocate for customers ensuring that each touchpoint across the customer journey is engaging efficient and effective.
• Scheduling and confirming appointments while managing scheduling expectations.
• Billing and refunding payments via Stripe.
• Sending outage/restored messages and ACP status updates to Andrena customers.
• Airtable tasks (tracking boostersfailed payments etc).
• Aid to any Field Marketing requests.
• Creating UPS shipping/return labels.
• Work closely with Network Operations Center.

Requirements:

• 2 years of Customer Success Associate/Tech support experience.
• Experience with high call volume center/Multitasking.
• Outstanding knowledge of software maintenance.
• Excellent problem solving and analytical skills.
• Process improvement.
• Track document and retrieve information in databases.
• Strong and effective verbal written presentation and interpersonal communication skills.
• Ability to work independently and as part of a team.
• Positive cando approach to solving problems as they arise.
• Collaborative approach to working with people including colleagues and customers.
• Calm and determined demeanor under pressure.
• Reliable internet connection and a quiet workspace.
• Bilingual: English/Spanish.

Preferred Qualifications

• Familiar with remote work.
• Interest in working at a fast growing start up.
• Adept to technology.
• Experience with Microsoft Excel Slack Zoom Google Calendar Zoom Zendesk (or related
• software).