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Technical Support Specialist



IT, (People & HR), Customer Service, (Customer Service), (Support)
San José Province, San José, Costa Rica
Posted on Saturday, November 12, 2022
<p> <span style="font-weight:400;">Energized by solving problems and providing outstanding support? There’s never been a better time to join Smartsheet! Our team strives for continuous improvement; if we see something that can be fixed, we'll leave it better than we found it. You’ll be given the resources, opportunity, and responsibility to make a difference from day 1.</span> </p> <p> <span style="font-weight:400;">As a </span> <strong>Technical Support Specialist</strong> <span style="font-weight:400;">, you will report to the Senior Manager of Technical &amp; Customer Support Operations in Costa Rica, 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.</span> </p> <p> <span style="font-weight:400;">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.</span> </p> <p> <strong>You Will:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Smartsheet products</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Be the face of Smartsheet Support, driving a positive customer journey</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Connect with our Customers, recognizing their individual requirements, partnering to resolve their challenges and instilling confidence in our support and product</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Deliver Enterprise level service by complying to your individual performance metrics on speed, resolution and accuracy</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Follow all processes and procedures, highlighting areas where they could be improved upon</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Develop depth of knowledge on applications to support our Customers</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Give and receive thoughtful feedback on team processes, peers, and leadership</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Aim to consistently achieve performance goals in areas like customer satisfaction, quality assurance, and attendance</span></li> <li style="font-weight:400;"><span style="font-weight:400;">You 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 challenges</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Perform other duties as assigned</span></li> </ul> <p> <strong>You Have:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Excellent command of English both written and spoken (B2+ over)</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Excellent Customer Service skills, both written and over the phone</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience in Customer Service roles supporting customers from different backgrounds and locations</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Technical support experience in a SaaS environment</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Flexibility in your working hours as this position will require work outside of standard business hours</span></li> </ul> <p> <strong>Perks Benefits:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Fully paid Health Life insurance for full-time employees and family members</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Monthly stipend to support your work and productivity</span></li> <li style="font-weight:400;"><span style="font-weight:400;">12 days paid Vacation + Flexible Time Away Program</span></li> <li style="font-weight:400;"><span style="font-weight:400;">20 weeks fully paid Maternity Leave</span></li> <li style="font-weight:400;"><span style="font-weight:400;">12 weeks fully paid Paternity/Adoption Leave</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Personal paid Volunteer Day to support our community</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Opportunities for professional growth and development including access to LinkedIn Learning online courses</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Company Funded Perks including a counseling membership and your own personal Smartsheet account</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Teleworking options from any registered location in Costa Rica (role specific)</span></li> </ul> <p> <strong>About Smartsheet</strong> </p> <p> <span style="font-weight:400;">Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.</span> </p> <p> <span style="font-weight:400;">At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!</span> </p><div class="content-conclusion"> <p><span style="color:#ffffff;">#BI-Remote</span></p> <p><span style="color:#ffffff;">#LI-Remote</span></p> </div>
Smartsheet is an equal opportunity employer.
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