Job Type: Full-Time
Position Overview:
URLgenius is experiencing explosive growth and we need a tier 1 technical support specialist to serve our growing client base.
Founded in 2011 as a mobile SEO consultancy / tech lab, URLgenius is a global award winning optimization platform trusted by brands around the world. URLgenius is a pioneer in app deep linking & QR code solutions for popular apps like; Amazon, MyChart, Instagram, Facebook, YouTube,Target, Walmart, and thousands more.
As a Tier 1 Technical Support Specialist, you will be the first point of contact for our customers and internal users seeking technical assistance. Your primary responsibility will be to provide timely and effective solutions to a variety of technical issues, ensuring a positive customer experience. You will troubleshoot hardware, software, and network problems, escalating more complex issues to higher support tiers as needed.
Key Responsibilities:
- Customer Interaction: Serve as the initial point of contact for customers via phone, email, and chat, providing friendly and efficient support.
- Issue Diagnosis: Utilize diagnostic tools and techniques to identify and resolve basic technical issues related to software, hardware, and network connectivity.
- Problem Resolution: Assist with basic configuration tasks.
- Documentation: Accurately document each support request and resolution in the ticketing system, ensuring all relevant details are captured.
- Escalation: Recognize and escalate complex issues as appropriate.
- Knowledge Base: Contribute to the creation and maintenance of knowledge base articles and FAQs to aid both customers and fellow support team members.
- Customer Education: Provide clear instructions and guidance to users to help them understand and resolve their technical issues independently in the future.
- Onboarding of Customers: assist in the enablement process with select customers
- Follow-Up: Ensure follow-up with customers to confirm issue resolution and customer satisfaction.
- Additional duties as assigned
Qualifications:
- Experience: Prior experience in a customer service or technical support role is a plus.
- Technical Skills: Basic understanding of web based software, troubleshooting fundamentals, mobile apps, and documentation required.
- Communication: Excellent verbal and written communication skills with a focus on customer service and problem-solving.
- Attention to Detail: Strong analytical and troubleshooting abilities with a keen eye for detail.
- Team Player: Ability to work effectively as part of a team and independently in a fast-paced environment.
- Associates, or Bachelor’s a plus
- Adaptability/flexible -- enjoys doing work that requires shifts in direction
- Excellent verbal and written communication skills
- Strong time management skills.
- Computer skills, Google Suite and CRM software
This is a full time position, reporting to the director of solutions engineering & support.
- Office space available in Madison, WI
- Remote work from home available for qualified candidates
Compensation & Benefits
- Base + bonus
- Stock options
Additional Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Short Term Disability
- Voluntary Life Insurance
- Employer-Paid Group Life and Long-Term Disability
- Paid vacation
- Paid holidays
- Flexible work environment and hours