Technical Support Specialist

• →Assist new and existing Notability users by explaining features, clarifying operating instructions, and providing troubleshooting support with our products.
• →Diagnose technical issues and assist with requests via user-submitted tickets via Zendesk daily, following internal processes and procedures to find the best possible solution 
• →Track, follow up, and escalate issues as they arise - closing out issues within certain SLAs 
• →Meet and exceed specific success KPIs - productivity, CSAT, responsiveness, quality score, etc. 
• →Identify trends, report on specific issues/bugs, and communicate sentiments that will help the team prioritize to improve overall user experience 
• →Putting our users best interests first - what can we do to provide the best assistance possible now and in the future.

• 2-3 years experience in a customer support, product support, or technical support role where handling quick incoming user issues via email, phone and/or live-chat was a prominent part of your daily responsibilities. 
• Experience with support-focused CRMs is a must. Zendesk, Intercom/Fin experience preferred.
• Excellent written, verbal, and interpersonal communication skills — you’ll be representing our brand as a member of the support team.
• Experience troubleshooting and providing technical support for iOS and Android devices/environments is a must.
• Driven by empathetic values - putting yourself in the shoes of our users, understanding their issues, and genuinely motivated to help. 
• Comfortable learning, understanding and communicating the technical aspects of applications/software - troubleshooting, debugging, reproducing issues, etc. 
• Experience with GitHub, Jira, Confluence, and other similar software/products.
• Experience (and comfortable) with working towards and achieving measured CS success metrics - tickets per day, average CSAT, response to resolution ratio, average quality score, and more. 
• Motivated by feedback, and by the opportunity to improve in your role, in the work, and in how you work together as a team.

For this position we are targeting a base pay between $55,000-$75,000.  Actual compensation offered will be determined by factors such as job-related knowledge, skills, and experience.

Each member of our team contributes to all parts of our products.  We trust each other to make decisions independently while also considering our common goals and values.  We share ideas openly, and we collaborate across disciplines to ensure that our decisions make sense from all perspectives.

We actively promote work-life balance.  Our schedules are flexible, our hybrid policy supports remote work when it makes sense, and we have a “as long as you get your work done” approach to time off.

We work in downtown SF near Market Street, just a short walk from two BART/Muni stations.  Our office has height-adjustable desks to help us stay limber, spacious conference rooms for both small and large team meetings, and a well-stocked kitchen full of goodies to enjoy :). Our team is growing, collaborative and down to earth.  We want everyone to do their best work and find passion in what they do.