Technical Support Specialist
Remote, San Francisco Bay Area
About the TeamThe Customer Solutions team works directly with our customers across the entire customer journey, from the initial discovery process through implementation to renewal and expansion. Our team comprises product, process, and strategy experts, including customer service, customer success, customer education, and customer support.
About the RoleWe are looking to add a key member to our Technical Support Team! We play an incredibly important role in our customers' success and we are on the front lines helping customers every day. We are masters of our craft, enabling our customers to better understand and use our software, gather feedback to drive improvements to the platform, and empower sales teams to operate at peak performance!
As a member of the Technical Support team, you will combine your business and technical expertise in a customer-friendly manner while assisting Clari + Groove customers. You will also be responsible for maintaining our initial response time SLA (Service Level Agreement) and using internal resources to resolve customer issues.
You'll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment. You’ll leverage best practices to provide exceptional support and guidance to the customer.
This is a fully remote opportunity but is preferred to be worked from the West time zone.
Responsibilities
- Guide and coach new and potential users who might be unfamiliar with our platform
- Respond to customer inquiries in a timely manner and within our set SLA’s
- Work cross-functionally with other team members and departments
- Triage incoming product requests (questions, problems) directly from customers and route them to the appropriate queue
- Use available resources (Knowledge Base, Confluence, etc.) to find a solution to resolve tickets
- Optimize our internal and external documentation when necessary (i.e Help Center, FAQ’s, macros, internal documentation)
- Communicate and collaborate regarding customer feedback/pain points to appropriate teams
- Happily take on new projects which involve research, becoming a subject matter expert, and driving them to completion.
- The working shift for this role is 9AM - 6PM PST
- Flexibility to work a weekend shift when needed
Qualifications
- 1-2 years of experience working in a customer facing role where some technical troubleshooting was required
- Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
- Passion for delivering an outstanding customer experience
- A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills
- Passionate about working in a fast-paced, highly dynamic, client-centric environment
- Detailed, organized, and results-oriented
- Experience with Salesforce, Intercom, Jira, and Slack is a plus
- Knowledge of Atlassian (Confluence) is a plus
- Knowledge of JSON is a plus
Perks and Benefits @ Clari
- Remote-first with opportunities to work and celebrate in person
- Medical, dental, vision, short & long-term disability, Life insurance, and EAP
- Mental health support provided by Modern Health
- Pre-IPO stock options
- Well-being and professional development stipends
- Retirement 401(k) plan
- 100% paid parental leave, plus fertility and family planning support provided by Maven
- Discretionary paid time off, monthly ‘take a break’ days, and Focus Fridays
- Focus on culture: Charitable giving match, plus in-person and virtual events
It is Clari’s intent to pay all Clarians competitive wages and salaries that are motivational, fair, and equitable. The goal of Clari’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay and grow at Clari.
Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to specific work location, skill set, depth of experience, education and certifications.
The salary range for this position is $60,000 to $90,000. The compensation package for this position also includes stock options and company-paid benefits, including well-being and professional development stipends.
You’ll often hear our CEO talk about being remarkable. To Clari, remarkable means many things. We believe in providing interesting and meaningful work in a supportive and inclusive environment - free from discrimination for everyone without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.
Clari focuses on culture add, not culture fit, and believe we are made stronger by what makes you unique. If you are passionate about learning and excited about what we are doing, then we want to hear from you! Apply
Job Profile
Fully remote Fully remote opportunity Preferred to work from the west time zone
Benefits/Perks100% paid parental leave Charitable giving match Dental benefits Disability Insurance Discretionary paid time off EAP Family Planning Support Fertility and family planning support Focus Fridays Fully remote Fully remote opportunity In-person and virtual events Life Insurance Medical benefits Medical, Dental, Vision Mental health support Paid parental leave Paid Time Off Pre-IPO stock options Professional development stipends Remote First Short & Long-Term Disability Stock options Vision Benefits Well-being and professional development stipends
Tasks- Communicate feedback
- Guide users
- Optimize documentation
- Resolve customer issues
- Resolve tickets
- Respond to inquiries
- Triage product requests
Atlassian Atlassian Confluence Best Practices Communication Customer service Customer Success Forecasting Intercom Jira JSON Sales Salesforce Slack Technical Support
Experience1-2 years
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9