Senior Technical Support Specialist
Offer summary
Qualifications:
8+ years of customer support experience for software applications, 3+ years of experience with SQL, Excellent communication and interpersonal skills, Experience in a SaaS environment is a plus..Key responsabilities:
- Analyze, track, and resolve customer issues promptly to ensure client satisfaction
- Respond to customer inquiries and assist in troubleshooting challenges
- Work closely with product and engineering teams to diagnose and report bugs
- Mentor and support junior support engineers by sharing knowledge and best practices.
Job description
Our Mission:
6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.
Our People:
People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers.
We want 6sense to be the best chapter of your career.
As 6sense’s Sr Technical Support professional, you will have the opportunity to be an instrumental figure of our Support team. The Technical Support Specialist will work cross functionally to meet the needs of the customer, while working with the Engineering team to help diagnose and fix incoming issues.
The Company
The 6sense Account Engagement Platform helps B2B organizations achieve predictable revenue growth by putting the power of AI, big data, and machine learning behind every member of the revenue team. 6sense uncovers anonymous buying behavior, prioritizes accounts for sales and marketing, and enables them to engage resistant buying teams with personalized, multi-channel, multi-touch campaigns. 6sense helps revenue teams know everything they need to know about their buyers so they can easily do anything needed to generate more opportunities, increase deal size, get into opportunities sooner, and compete and win more often.
Role Responsibilities
- Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved
- Analyze data using SQL / spreadsheets, and ad hoc analysis
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Identify alternate solutions when necessary and communicate them to customers
- Maintain a detailed understanding of product architecture, technical components and application functionality
- Contribute to knowledge base articles, FAQs, and internal documentation to empower customers and team members. Set up and document troubleshooting procedures for new product features
- Work closely with product and engineering teams to replicate, diagnose, and report bugs or suggest improvements.
- Mentor and support junior support engineers by sharing knowledge and best practices.
- Communicate clearly and effectively with customers, fellow support team members and the other internal teams
Preferred Skills & Experience
- 8+ years customer support experience for software applications
- 3+ Years Knowledge of and experience with SQL
- Experience with MAP and CRM-Salesforce
- Experience describing technical concepts to a non-technical audience
- Excellent communication and interpersonal skills, with a focus on customer empathy.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work independently
- Experience working with Google Analytics a plus
- Experience/knowledge of Salesforce integrations a plus
- Experience in a SaaS environment is a plus
- Experience with ticketing systems Zendesk and JIRA a plus
Base Salary Range: $89,059.50 - $130,620.60. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote
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Our Benefits:
Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.
We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.
Equal Opportunity Employer:
6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to jobs@6sense.com.
We are aware of recruiting impersonation attempts that are not affiliated with 6sense in any way. All email communications from 6sense will originate from the @6sense.com domain. We will not initially contact you via text message and will never request payments. If you are uncertain whether you have been contacted by an official 6sense employee, reach out to jobs@6sense.com
Required profile
Experience
Other Skills
- Customer Service
- Social Skills
- Time Management
- Communication
- Problem Solving
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