Technical Support Specialist

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Altruistiq

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Sustainability impact measurement and management for the digital age.

sustainability • SaaS

11 - 50

💰 Seed Round on 2022-07

Description

• The Technical Support Specialist role is an early career position that requires strong communication & organisational skills, a willingness to up-skill and learn and an investigative mindset. • The Technical Support Specialist will sit within our Customer Success function, which is focused on educating and supporting our customers as well as our internal users. • The ideal candidate will be keen to get into the detail of technical issues, be excellent at managing multiple ongoing support tasks and be keen to learn and subsequently educate customers about Altruistiq’s product. • Key responsibilities for this role are: Troubleshooting and investigating bugs reported in the platform before passing these on to a support Data Engineer and Developer for complete resolution. • Support internal team mates with process and technical product requests - you’ll become a knowledge hub for how the product functions (cross-team collaboration will be frequent). • Support Altruistiq’s customers with technical queries asked through the Altruistiq app. Our goal is to ensure customers are left with no questions about how to get value from our product and progress their sustainability journey. • Ensuring customers have a smooth journey whilst using our product and support services. • Own the development of technical support content within Altruistiq’s Help Centre, by writing, reviewing and coordinating with other team members. • Contribute to innovation among the team, developing new processes and automated flows.

Requirements

• Demonstrate a pro-active approach to solving problems and investigating issues, not afraid to get into the weeds of issues. • Willingness to up-skill on how Altruistiq’s product works and become a centre for product knowledge. • Keen eye for detail. • Evidence of communicating technical issues to a non-technical audience. • Strong written communication skills, translating user processes into written guidance for users of all abilities. • Positive and helpful nature, enthused by helping our customers. • Confident at handling multiple ongoing support tasks at once. • Calm whilst working in a fast moving, KPI driven environment. • Excited to learn and solve new problems. • Thrives on efficiency! Pro-active in identifying and suggesting new and improved ways of working. • Confident to drive and own areas of innovation across the team, we are always looking to be better and are continually experimenting with new ways of working.

Benefits

• Equity, we believe our team should all have a stake in the company we're building. • A supportive culture to help you learn and develop into a better version of yourself, including a learning & development budget and policy. • Competitive compensation package. • Private health and dental insurance for you and your partner/family. • Generous pension contribution. • Unlimited holiday policy. • Flexible working, remote-first, with allowance to join a shared working space where you live. • Health & wellness budget, cycle scheme. • Team offsites, and annual events to spend time together as a team. • Work in a diverse, feedback-driven organisation, decentralised decision making enabling everyone to weigh in, offering lots of freedom, impact as well as responsibility.