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YubHub-native raw fields carry `x-` prefix.","jobs":[{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_35500dbf-93b"},"title":"Technical Support Specialist","description":"<p>Job Title: Technical Support Specialist</p>\n<p>We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing fantastic customer support to our customers. You will be the go-to person for complex technical queries and will work closely with our product teams to identify and resolve issues.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Communicate efficiently and effectively with our customers using our own product and outbound phone calls.</li>\n<li>Own customer communications and issues from initial contact until resolution.</li>\n<li>Become an expert on how Intercom works and what it is capable of.</li>\n<li>Work with product teams to identify current issues and provide informed opinions on potential solutions.</li>\n<li>Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers.</li>\n</ul>\n<p>What Your First 6 Months Will Look Like:</p>\n<ul>\n<li>In your first 30 days, you will complete company onboarding, become familiar with Intercom&#39;s values, strategy, and goals, dive into CS-specific trainings, learn the product and CS workflows, and successfully pass relevant assessments.</li>\n<li>In your first 60 days, you will continue to complete CS trainings, pass relevant assessments, independently inbox using the resources and supports provided, and demonstrate ownership in the execution of your work.</li>\n<li>In your first 90 days, you will receive QA reviews, begin a personal growth tracker document, contribute outside of the inbox, and successfully meet KPI targets and/or goals.</li>\n</ul>\n<p>Requirements:</p>\n<ul>\n<li>3-4+ years of technical support experience, ideally within a software/SaaS environment.</li>\n<li>Solid understanding of tech fundamentals &amp; 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You&#39;ll respond to inquiries, troubleshoot complex issues, and collaborate with cross-functional teams to deliver exceptional support.</p>\n<p>Your role will be key to ensuring our customers achieve their business goals while seamlessly navigating Airtable&#39;s features and capabilities.</p>\n<p>Responsibilities: Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls). Deliver a world-class customer experience by actively listening to concerns, empathising with customers, and resolving issues in a timely and effective manner. For complex issues, you&#39;ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer. Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements. 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