Poll Everywhere, a leading provider of interactive presentation tools, is seeking a Senior Technical Support Specialist to join our remote team.
In this role, you’ll provide expert technical assistance to users, troubleshoot issues, and collaborate with internal teams to ensure customer satisfaction. This remote position requires 2-3 years of experience in a software support role, strong technical acumen, and excellent communication skills.
About Poll Everywhere
Poll Everywhere is on a mission to make presentations more inclusive and engaging. Our platform empowers presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. We’re a growing B2B SaaS company with a diverse team and a passion for helping our users create dynamic and impactful presentations.
About the Role
As a Senior Technical Support Specialist at Poll Everywhere, you’ll be the go-to expert for our users, providing technical assistance, troubleshooting issues, and ensuring they have a positive experience with our platform. You’ll work closely with customers from F1000 companies and R1 universities, resolving their technical challenges and helping them deliver seamless and engaging presentations.
This is a fully remote position, offering you the flexibility to work from anywhere in the United States.
Responsibilities
- Customer Support: Provide timely and effective technical support to customers via email and phone.
- Troubleshooting: Troubleshoot complex technical issues, identify root causes, and provide solutions.
- Bug Reporting: Replicate and report bugs to the product, engineering, or QA teams.
- Communication: Communicate clearly and effectively with customers, explaining technical concepts in an understandable way.
- Collaboration: Work collaboratively with internal teams to resolve customer issues and improve the product.
- Documentation: Maintain detailed records of customer interactions and solutions in Zendesk.
Qualifications
- Experience: 2-3 years of experience in a client-facing software support role (preferably SaaS).
- Technical Skills:
- Working knowledge of Windows and macOS platforms.
- Proficiency in installing and troubleshooting software.
- Soft Skills:
- Strong communication and problem-solving skills.
- Ability to work independently and as part of a team.
- Excellent time management and prioritization skills.
F5 Remote Jobs Spotlight: A Career as a Remote Technical Support Specialist
Technical Support Specialists are essential in today’s technology-driven world, ensuring that users have a positive experience with software and applications. As a remote technical support specialist, you have the flexibility to work from anywhere while providing valuable assistance to customers. This role requires a unique blend of technical expertise, problem-solving skills, and empathy to effectively address user needs and resolve issues.
This remote position at Poll Everywhere offers a great opportunity to contribute to a company that is transforming the way people engage with presentations. With a strong emphasis on customer satisfaction, teamwork, and professional development, this role is ideal for those seeking a challenging and rewarding career in technical support while enjoying the benefits of remote work.
Quick Tips for Applicants: Stand Out as the Ideal Senior Technical Support Specialist
- Showcase Your Technical Support Expertise:
- Go Beyond the Basics: Don’t just list your years of experience and technical skills. Provide specific examples of how you’ve successfully resolved complex technical issues, demonstrating your ability to diagnose problems, identify root causes, and implement effective solutions.
- Highlight Your Troubleshooting Prowess: Share examples of challenging technical problems you’ve encountered and how you approached them. Demonstrate your ability to think critically, analyze situations, and find creative solutions.
- Emphasize Your Customer Focus: Showcase your ability to provide exceptional customer service, even when dealing with complex technical issues or frustrated users. Highlight your patience, empathy, and ability to build rapport with customers.
- Demonstrate Your Communication and Collaboration Skills:
- Effective Communication: Excellent communication is essential for interacting with customers and internal teams. Showcase your ability to explain technical concepts clearly and concisely, both verbally and in writing. Provide examples of how you’ve effectively communicated solutions and provided step-by-step guidance to users.
- Teamwork: Highlight your experience collaborating with other departments, such as engineering, QA, and product management, to resolve customer issues and improve the product.
- Emphasize Your Problem-Solving and Analytical Skills:
- Analytical Mindset: Technical support specialists need to be able to analyze complex situations and identify the root cause of problems. Share examples of how you’ve used your analytical skills to troubleshoot issues, identify patterns, and develop effective solutions.
- Proactive Approach: Demonstrate your ability to anticipate potential problems and take proactive steps to prevent them. Highlight any experience you have with identifying and escalating bugs or suggesting product improvements.
- Showcase Your Passion for Poll Everywhere and its Mission:
- Company Alignment: Poll Everywhere is on a mission to make presentations more inclusive and engaging. In your cover letter, convey your enthusiasm for this mission and your desire to contribute to their success.
- Product Knowledge: If you have experience using Poll Everywhere, be sure to mention it. Demonstrate your understanding of the product’s features and functionalities.
- Demonstrate Your Remote Work Readiness:
- Self-Motivation and Discipline: Remote work requires a high degree of self-motivation and discipline. Share examples of how you’ve successfully managed your time, prioritized tasks, and met deadlines without direct supervision.
- Collaboration and Communication: Highlight your experience using communication tools like Slack or Zoom to collaborate effectively with remote teams.
Ready to find a career with purpose?
At F5 Remote Jobs, our mission is to connect talented professionals from around the world with the best remote job opportunities offered by top companies in the United States. In an increasingly digital world, we believe the future of work lies in flexibility and the ability to work from anywhere.