Technical Support Representative

Alchemer - Louisville, KY

Full-time - Entry Level

Louisville, KY

About the position

The Technical Support Representative at Alchemer will be responsible for providing exceptional customer service and technical support to our clients. This role involves troubleshooting issues, guiding users through software functionalities, and ensuring customer satisfaction. The representative will work closely with the technical team to resolve complex issues and will be expected to maintain a high level of product knowledge to assist customers effectively. The position requires strong communication skills and the ability to work in a fast-paced environment, as well as a commitment to continuous learning and improvement in technical skills.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Troubleshoot and resolve customer issues related to Alchemer's software.
• Guide users through software functionalities and best practices.
• Document customer interactions and technical issues in the support system.
• Collaborate with the technical team to escalate and resolve complex issues.
• Maintain up-to-date knowledge of Alchemer's products and services.

Requirements

• Strong communication skills, both verbal and written.
• Experience in a technical support or customer service role.
• Familiarity with software troubleshooting and problem-solving techniques.
• Ability to work independently and as part of a team.
• Basic understanding of web technologies and software applications.

Nice-to-haves

• Experience with CRM software or help desk tools.
• Knowledge of data collection and survey software.
• Previous experience in a SaaS environment.

Benefits

• Health insurance
• 401k plan with company matching
• Paid time off and holidays
• Professional development opportunities
• Flexible work schedule