Tier 2 Escalation Specialist

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Smartsheet

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productivity • collaboration • achievement • innovation • effectiveness

1001 - 5000

Description

•Smartsheet is looking for a Tier 2 Escalation Specialist who will be responsible for tackling complex technical issues. •Successful individuals in this role will enjoy troubleshooting, testing, and documenting complicated and often unique technical issues. •This position requires a highly motivated individual who can collaborate in an environment that fosters knowledge sharing and rapid problem-solving in order to resolve customer technical issues efficiently. •At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. •You will report to a Team Manager. This role is fully remote-eligible in the UK. •Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation. •Troubleshoot issues using internal & external documentation, analyze log files, use various tools and other resources to identify root causes and resolve customer issues. •Contribute to your team’s goals by thoroughly researching, testing, and documenting your investigations as you collaborate with colleagues to help them progress their cases as well as your own. •Share your expertise, provide guidance on troubleshooting techniques, and help upskill your colleagues. •Work with customers through a variety of channels including email, phone, and chat.

Requirements

•2+ years technical or customer support experience, or equivalent •Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource •Confidence and strong interest in problem solving •Excellent written, verbal, and interpersonal communication skills •Ability to work independently or collaboratively in a fast-paced environment •Working knowledge of assigned feature strongly preferred •A firm grasp of and comfort using cloud applications •Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks •Conceptual understanding of a RESTful service •Willingness to engage on complex matters •Comfortable working in ambiguous situations with little to no direction •Flexibility in your working hours as this position will require work outside of standard business hours

Benefits

•Employer-paid Private Medical and Dental, additional cost for family members •Lucrative Employee Stock Purchase Program (15% discount) •Monthly contributions toward your pension •Monthly stipend to support your work and productivity •25 days paid for Holiday + Bank Holidays + Flexible Time Away Program •20 weeks fully paid Maternity Leave •12 weeks fully paid Paternity/Adoption Leave •Personal paid Volunteer Day to support our community •Opportunities for professional growth and development including access to Udemy online courses •Company Funded Perks including a counseling membership, salary sacrifice options and your own personal Smartsheet account. •Teleworking options from any registered location in the UK (role specific)