Tech Support Specialist

The Technical Support Specialist at UserGems will be responsible for providing 2nd level support to the Customer Success team and working closely with the Engineering and Product teams to understand how the product is being used by customers. This role involves troubleshooting and resolving issues, checking for data quality issues, investigating potential issues with data inconsistencies, and creating knowledge base articles. The ideal candidate will have solid experience working within a 2nd Level support in a SaaS environment, basic engineering knowledge, and exceptional attention to detail. UserGems is a fast-growing startup with competitive compensation and benefits.

• Work closely with other departments to build an understanding of how the product is used by our customers
• Troubleshooting and resolving issues in a timely manner
• Regularly check for data quality issues in our product
• Investigate potential issues with data inconsistencies between SFDC and Usergems
• Be the gateway for all requests from CSM to our Engineering teams
• Create knowledge base articles and best practice documents for existing issues to advise on proposed methodology or workaround
• Recommend improvements for our software to enhance user experience and achieve better customer satisfaction
• Support on testing new features before they are being rolled out to production
• Identify and implement key KPIs for 2nd level support
• Provide best in class communication internally

• Solid experience working within a 2nd Level support in a SaaS environment
• Basic engineering knowledge, e.g. running database queries, using chrome development tools for debugging
• Ability to work both independently and/or in a team as needed
• Time management, organization, and the ability to simultaneously handle multiple ongoing investigations
• Critical thinker and problem-solving skills
• Exceptional attention to detail
• A sense of ownership and pride in your performance and its impact on the company’s success
• Knowledge of Salesforce is a big plus
• Excellent verbal and written skills in English