Technical Support Specialist II - Governance

📋 Description

• Deliver support to Smartsheet customers while upholding high service standards.
• Troubleshoot issues using internal/external docs and tools.
• Support customers through email, phone, and chat.
• Collaborate with leaders to meet performance goals (CSAT, QA).
• Develop product-area expertise and contribute to team projects.
• Provide and receive feedback to improve team processes.

🎯 Requirements

• Excellent written, verbal and interpersonal communication.
• 1+ years of technical or customer support experience.
• Empathetic issue ownership; direct customers to the right resource.
• Working knowledge of the assigned feature is a plus.
• Flexible hours; may require work outside standard business hours.
• US citizens or permanent residents only for Federal Government segment.

🎁 Benefits

• Employer subsidized medical/vision and dental coverage.
• 401k match: 50% of your contribution up to 6%.
• Monthly stipend to support your work and productivity.
• Flexible Time Away Program plus Sick Time Off.
• Life insurance and short/long-term disability plans.
• 12 paid holidays per year.