Level 2 Technical Support Advocate Role
Procurify
Join us as a Level 2 Technical Support Advocate at Procurify. This remote-first position requires you to manage complex customer configurations and enhance our self-serve ecosystem. In this role, you will utilize your technical problem-solving skills to resolve intricate inbound tickets via email and live chat. You'll become a product expert, advocating for customers by documenting and addressing issues through collaboration with our Engineering team. Your insights will influence our product roadmap and enhance user experiences. Key Responsibilities:
- Manage and resolve complex technical tickets via email and chat
- Conduct video calls for troubleshooting high-priority issues
- Document bugs and gather customer feedback for improvement
- Write and maintain FAQs and user guides leveraging AI
- Tailor workflows and account setups according to client needs
- 2 to 3+ years in a technical customer-facing SaaS role
- Strong background in Technical Account Management preferred
- Familiarity with QuickBooks Online or similar ERPs
- Expertise in using ticketing systems like Zendesk or Intercom
- Proficient in diagnosing web and mobile application issues
L'offre d'emploi a été publiée il y a 16 heures
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