25 feb
Drip
Nuevo Casas Grandes
.At Drip, we believe that every brand should have the tools to build trusting and lasting customer relationships through personalized, nurturing communication and engagement.
Discover more and how we empower independent brands to grow beyond their wildest dreams.Visit our to learn more about our story, meet our team, and explore the benefits of joining us.
At Drip, we don't just value diversity—we believe it's a source of strength that drives innovation.
Explore more about our culture.
**About the opportunity**As a Support Specialist at Drip, you'll be part of our small, nimble team providing technical guidance and unparalleled support for our customers.
Our world-first product is in the hands of global merchants and our team is a critical piece in ensuring their success during usage.
The specialist acts as the first point of contact for clients or users facing technical challenges and is expected to provide clear communication and effective solutions.
The working hours for this position are **9:00am - 5:30pm US Central Time M-F.**We're engaging and collaborative as we resolve questions and help create customer-facing self-help resources.
How do we do that?
**Key Responsibilities**:- **Troubleshooting & Problem Solving**:- Diagnose and resolve software and network-related issues.- Identify root causes of issues and recommend solutions or escalate to higher-level support as needed.- **Customer Support**:- Guide customers through problem-solving steps, explaining technical details in an understandable manner.- Document customer issues and solutions in a ticketing system.- **Documentation & Reporting**:- Create and update technical documentation, user guides,
and FAQs.- Report recurring technical issues to management or product development teams to address underlying problems.- Maintain detailed records of customer interactions, resolutions, and troubleshooting processes.- **Escalation Management**:- Work with Escalations Team to escalate complex issues when first-line troubleshooting does not resolve the problem.- Collaborate with other departments (Product, Engineering, Success) to ensure comprehensive issue resolution.
**Skills & Qualifications**:- **Technical Expertise**:- Strong understanding of network configurations, protocols (TCP/IP, DNS, DHCP), and hardware components.- Familiarity with ticketing systems and remote troubleshooting tools.- **Problem-solving Ability**:- Analytical mindset with the ability to troubleshoot and resolve complex technical issues quickly.- Capable of working under pressure and handling multiple tasks simultaneously.- **Communication Skills**:- Excellent verbal and written communication skills, able to explain technical issues to non-technical users.- Strong customer service skills with a focus on user satisfaction.- **Organizational Skills**:- Detail-oriented, with strong documentation and record-keeping abilities.- Ability to prioritize tasks and manage time effectively in a fast-paced environment
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.