Frontend Arts
Technical Support Specialist
Frontend Arts, San Jose, California, United States, 95199
Smartsheet is a tech company with a human story to tell. Were here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. Were revolutionaries so for us changing the way the world works is all in a days work.
Energized by solving problems and providing outstanding support There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.
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. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You Will:
Support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Smartsheet productsBe the face of Smartsheet Support, driving a positive customer journeyConnect with our Customers, recognizing their individual requirements, partnering to resolve their challenges and instilling confidence in our support and productDeliver Enterprise level service by complying to your individual performance metrics on speed, resolution and accuracyFollow all processes and procedures, highlighting areas where they could be improved uponDevelop depth of knowledge on applications to support our CustomersGive and receive thoughtful feedback on team processes, peers, and leadershipAim to consistently achieve performance goals in areas like customer satisfaction, quality assurance, and attendanceYou will become call certified through shadowing, mentorship and practice, develop sufficient knowledge to support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Core App challengesPerform other duties as assignedYou Have:
Excellent command of English both written and spoken (B2+ over)Excellent Customer Service skills, both written and over the phoneExperience in Customer Service roles supporting customers from different backgrounds and locationsTechnical support experience in a SaaS environmentFlexibility in your working hours as this position will require work outside of standard business hoursPerks & Benefits:
Fully paid Health & Life insurance for full-time employees and family membersEquity - Restricted Stock Units (RSUs) for eligible rolesMonthly stipend to support your work and productivityAsociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.12 days paid Vacation + Flexible Time Away Program20 weeks fully paid Maternity Leave12 weeks fully paid Paternity/Adoption LeavePersonal paid Volunteer Day to support our communityOpportunities for professional growth and development including access to Udemy online coursesCompany Funded Perks including a counseling membership and your own personal Smartsheet accountTeleworking options from any registered location in Costa Rica (role specific)
Get to Know Us:
At Smartsheet, weve created a place where everyone is welcome people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. Youre encouraged to apply even if your experience doesnt precisely match our job descriptionif your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world worksjoin us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote
Our Candidate Privacy Notice describes how Smartsheet may process your personal data, including the use of a third party provider for application submissions.Apply Now
Energized by solving problems and providing outstanding support There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.
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. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You Will:
Support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Smartsheet productsBe the face of Smartsheet Support, driving a positive customer journeyConnect with our Customers, recognizing their individual requirements, partnering to resolve their challenges and instilling confidence in our support and productDeliver Enterprise level service by complying to your individual performance metrics on speed, resolution and accuracyFollow all processes and procedures, highlighting areas where they could be improved uponDevelop depth of knowledge on applications to support our CustomersGive and receive thoughtful feedback on team processes, peers, and leadershipAim to consistently achieve performance goals in areas like customer satisfaction, quality assurance, and attendanceYou will become call certified through shadowing, mentorship and practice, develop sufficient knowledge to support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Core App challengesPerform other duties as assignedYou Have:
Excellent command of English both written and spoken (B2+ over)Excellent Customer Service skills, both written and over the phoneExperience in Customer Service roles supporting customers from different backgrounds and locationsTechnical support experience in a SaaS environmentFlexibility in your working hours as this position will require work outside of standard business hoursPerks & Benefits:
Fully paid Health & Life insurance for full-time employees and family membersEquity - Restricted Stock Units (RSUs) for eligible rolesMonthly stipend to support your work and productivityAsociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.12 days paid Vacation + Flexible Time Away Program20 weeks fully paid Maternity Leave12 weeks fully paid Paternity/Adoption LeavePersonal paid Volunteer Day to support our communityOpportunities for professional growth and development including access to Udemy online coursesCompany Funded Perks including a counseling membership and your own personal Smartsheet accountTeleworking options from any registered location in Costa Rica (role specific)
Get to Know Us:
At Smartsheet, weve created a place where everyone is welcome people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. Youre encouraged to apply even if your experience doesnt precisely match our job descriptionif your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world worksjoin us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote
Our Candidate Privacy Notice describes how Smartsheet may process your personal data, including the use of a third party provider for application submissions.Apply Now