Technical Support Specialist Tier II

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PLANOLY is the industry-leading social marketing platform trusted by over 5 million users to visually plan, schedule and measure performance across Instagram and Pinterest. PLANOLY is beautifully crafted to be simple, clean and easy to use. PLANOLY believes firmly in inclusivity and is thrilled to pave the way for brands, businesses and individuals of all backgrounds to carry out their digital marketing strategies seamlessly.

PLANOLY is looking for a highly motivated, results-oriented, self-starter with strong analytical skills to join our rapidly growing tech startup in Austin, TX. You will support a social media based application that brands, influencers, agencies and marketing firms are using every day. You will have the opportunity to grow and develop on our Customer Support team, and have a huge impact on the growth of PLANOLY and development of our future products. At PLANOLY you’ll work with an incredible team of people and thrive in an environment that promotes passion for excellence. Delivering exceptional customer experiences and excitement for social products is a must.

As a Technical Support Specialist II, you possess a proven aptitude for learning new technologies and constantly progressing your expertise, in a proactive, self-driven manner. You are highly analytical and methodical while working to solve product problems of medium to high complexity. As part of this customer-facing role, you will work closely with our Engineering team and impact product development.

What you will be doing:

  • Identify User problems, solve them, act decisively, and show good judgement. Isolate the root cause of complex issues and compile information and alternatives to illuminate problems. Involve others as appropriate and gather information from a variety of sources. They find a balance between studying the problem and solving it
  • Ticket solutions leader amongst the team, meet productivity expectations, engage with our PLANOLY values, and provide excellent customer service skills by doing the following: accurately diagnose the root cause of User inquiries, balance empathy and clarity when delivering solutions, build rapport with customers
  • Enables team to resolve escalated customer concerns quickly and thoroughly 
  • Convey technical information and business impact to non-technical clients. Product expert that is able to grasp key technical aspects of PLANOLY products and services
  • Prioritize multiple competing priorities in a fast-paced environment
  • Adapt quickly to new technologies and changing business requirements
  • Demonstrate critical thinking and acting strategically in the context of supporting and building Customer Support strategies 
  • Recommend process improvements. Collaborates successfully with others to achieve shared business objectives
  • Escalate issues appropriately and drive them to resolution

We NEED you to be stellar at: 

  • End to end understanding of user experience for client's navigating our services. Deep knowledge of PLANOLY's product offering and it's appropriateness for users
  • Product expert that is able to grasp key technical aspects of PLANOLY products and services. Understanding of all of PLANOLY’s platforms, leader amongst the team, supports others in understanding PLANOLY user requests and the Customer Support department
  • Demonstrating expertise in providing high volume, prompt, friendly and professional support to customers via email, chat and other channels
  • Communicating effectively and impactfully across all channels and tailor communication style and approach to best suit the audience
  • Showing ambition and passion about the role. Stamina and endurance to handle the substantial workload. Sustained energy in a fast paced setting
  • Understanding of drawing from prior experience with the platform assists in communicating technical errors and solutions to the development team in a concise and educated manner
  • Embracing change and modifying behavior when appropriate to achieve company objectives. Effectively navigating situations in the face of ambiguity
  • Experience working in technical support or technical call-center
  • Upward management escalation is a must, confidence in providing upward feedback
  • Basic understanding of HTML, CSS, Javascript, data structures, is preferred

Bonus:

  • Experience in social media platforms
  • Experience with HubSpot, SQL, Jira and Confluence
  • Experience working at high growth startup

Who We Are:

  • We are digital marketing and social media experts. PLANOLY was built from a Brand and Influencer’s perspective so we understand how to enhance and streamline the workflow of a digital marketer
  • We’re growing super fast and have been profitable since inception
  • We offer an open work environment where highly motivated team members take full ownership of the products and help steer the company
  • We are a huge advocate of work-life balance, which is seen in our open vacation and work-from-any-coffee-shops policies
  • To learn more, visit www.planoly.com, or follow @PLANOLY on Instagram.



*** This role is not eligible for an employment visa.*** ***This role will be based in Austin, Texas - no relocation.***

U.S. Equal Employment Opportunity/Affirmative Action Information

PLANOLY is proud to be an equal opportunity employer and will consider all qualified individuals seeking employment without regards to race, color, creed, religion, gender, gender identity, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, or any other protected classification.


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Location

6850 Austin Center Blvd #180, Austin, TX 78731

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