Technical Support Specialist

April 30

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Vivian Company

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What Can Vivian Do For Your Business?

Water Filtration Systems • Custom Casework & Cabinetry • Food Service Equipment • Merchandisers & Candy Displays

11 - 50

Description

• Technical and product support are the main responsibilities of this role • Provide world class technical support, working with customers to identify, triage, and resolve requests and issues • Do root cause analysis which requires gathering and replicating customer issues for escalation to the appropriate team • Consult and manage product related requests and improvements in conjunction with the product team • Provide subject matter expertise for Vivian’s customer ticketing system • Manage and create customer self service resources within Vivian’s help center • Leverage tools already used internally (Admin, Looker, Salesforce, ZenDesk) to execute on position responsibilities • Help guide and create the configuration of a ticketing system, such as establishing SLA’s based on issue severity, customer segment, etc.

Requirements

• 2+ years of experience in technical support • Demonstrated customer centricity and a strong desire to provide best-in-class customer experience • Experience working with product and/or engineering teams to triage technical issues and enable quick resolution • Ability to understand complex product functionality

Benefits

• Flexible Time Off • Comprehensive Health Insurance Plans including HSA and FSA Options • 401K Retirement Savings Plan with Generous Employer Match • Generous Parental Leave • Pre-tax Commuter Benefit Plan • Work from home stipend • Access to Corporate Discount Program • Pet Insurance