Technical Support Specialist-East Coast Customers at LeanData
Sunnyvale, CA, US
LeanData is revolutionizing enterprise Sales Operations to help businesses accelerate their sales velocity and make the most of their marketing spend. This is a great opportunity to work with a fast growing, venture-funded company focused on making customers successful on the LeanData platform. We are experiencing a lot of growth and are looking for the right talent to bring on board!

 We are looking for an extremely motivated Technical Support Specialist who can support our East Coast customers to help them maximize the value they get from the LeanData platform. This is a cross-functional role that will interact with many teams and will also serve as the face of LeanData to many of our customers. We view our customer experience as a strategic, competitive advantage. If you do as well and are passionate about customer experiences, detail oriented, and excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.
 
This is the first of a new role at LeanData that is aimed to support our East Coast customers during the hours of 8 am – 4 pm ET / 5 am – 1 pm PT. After the initial ramp up period, working remotely is a possibility for this role. This is your opportunity to join a red-hot technology company and have a real impact. Benefits include competitive compensation, equity, healthcare, flexible vacation, remote work capabilities. 
 
 
Responsibilities
 
  • Provide technical support and troubleshooting to drive the success of LeanData’s East Coast customers
  • Master LeanData’s product capabilities and serve as a subject matter expert within the support team
  • Manage inbound customer inquiries and issues across multiple channels (phone, email, chat, online community etc.)
  • Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues – meet or exceed support level goal
  • Proactively identify, report, and resolve customer issues 
  • Collaborate with Product, Engineering and Customer Success teams to drive customer issue to resolution and to address potential product bugs
  • Collaborate with Engineering and Product resources to escalate critical issues during East Coast hours of operation
  • Leverage the Voice of the Customer to influence the product roadmap through the product team 
  • Participate in testing of new and updated products and provide feedback
  • Write technical documents and maintain support knowledge base
 
 
Qualifications
 
  • 1 – 3 years of technical customer support experience, preferably in a high-tech SaaS industry
  • Be a morning person that enjoys starting work early and leaving early
  • Strong work ethic with focus on customer satisfaction
  • Proven track record supporting customers with demonstrated ability to understand technical concepts, problem analysis and deliver concise resolutions for customers
  • Experience with and understanding of SaaS enterprise software
  • Excellent verbal, written, and interpersonal skills
  • Creative, resourceful, detail-oriented, and highly organized
  • Self-starter who thrives under ambiguity in a fast-paced, deadline oriented environment, with ability to operate independently
  • Working knowledge of Salesforce a plus
  • Familiarity with Zendesk Support Ticket and Knowledgebase Systems a plus
 
 
 
Only apply if you are qualified and highly motivated. No relocation offered. Principals only, no recruiters.