Insider One
Technical Support Specialist
Job Description
As a Technical Support Specialist, you will play a crucial role in the Partner Success Team that owns support processes with our partners using our products and services. You will provide proactive technical support, troubleshoot issues, manage SLAs, and collaborate with the Product team to improve our platform.
Responsibilities
- Support seamless experiences for partners by troubleshooting technical issues and finding creative solutions.
- Review partner queries and provide timely resolutions, ensuring adherence to response time and lead‑time SLAs.
- Advocate for partners by gathering and sharing feedback with the Product team to improve processes and offerings.
- Document and track incidents, maintaining clear communication with partners throughout the resolution process.
- Participate in continuous improvement initiatives to enhance partner satisfaction and operational efficiency.