Technical Support Engineer (EST)

📋 Description

• Use your technical expertise and customer service skills to resolve questions and issues for online
• Communicate clearly in writing to both technical and non-technical people
• Use a 'live chat first' approach to answer questions, triage and gather context, moving to email
• Occasional outbound phone calls with customers when the issue requires quick context gathering
• Identify patterns, recommend improvements, filter out unimportant issues, troubleshoot and escalate
• Contribute to the ongoing development of documentation and best practices

🎯 Requirements

• Proficiency with a ticketing technology platform (HelpScout, Zendesk preferred)
• Resourcefulness and initiative
• Passion for problem solving, curiosity and humility
• Sense of urgency and ability to prioritize issues based on severity
• Ability to work remotely
• Ability to identify trends and proactively report potential incidents

🎁 Benefits

• Medical, dental and vision plans
• Retirement plan with employer contribution
• Flexible Time Off
• Paid Parental Leave
• Monthly Remote Life and Merchant stipends