inno360

Technical Support Specialist

Posted 3 Days Ago

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Hiring Remotely in United States

Remote

Junior

Other

The Role

The Technical Support Specialist ensures a pleasant support experience for Lob customers, quickly identifying issues and working towards solutions. This role focuses on customer success, providing service across multiple channels, triaging inquiries, and contributing to the knowledge base while becoming a product expert.

Summary Generated by Built In

<div class="content-intro">Lob was built by technical co-founders with a vision to make the world programmable.
We offer two flagship APIs (print & mail and address verification) that enable companies to send postal mail as effortlessly as sending emails. Lob is venture-backed by some of the most reputable investors in tech, and we are building our team to shape the future of our company and meet the demands of a quickly growing customer base and dynamic product offerings. 
As a proud Pledge 1% company, we’re committed to leveraging our product, partnerships, and people to drive positive social impact through <a href="http://www.lob.org">Lob.org</a>, and are on a mission to make direct mail more sustainable.</div>Technical Support Specialist
The Technical Support Specialist is primarily responsible for ensuring an efficient and pleasant Support experience for Lob customers and prospects when they reach out asking for help. They will work quickly to identify the primary concern and underlying cause of the issue the customer is facing so they can work towards a solution as soon as possible. The Technical Support Specialist will act as an extension of the customer success teams working to increase the trust our customers have in not only the product, but in their partnership with Lob as a whole. The customer experience should be at the core of how the Technical Support Specialist approaches the role each day.
As the Technical Support Specialist, you’ll…
<ul>
<li>Deliver customer-focused service across multiple support channels.</li>
<li>Provide white-glove service to Enterprise-level customers.</li>
<li>Triage and escalate customer inquiries thoughtfully and promptly.</li>
<li>Contribute to our knowledge base, escalate production issues, and engage in proactive customer concern identification and resolution.</li>
<li>Report and respond to production failures and bad actor activities.</li>
<li>Become a product and process expert to support both customers and internal teams effectively. </li>
<li>In the first 6 months, you will: onboard with the Support team, learning the day-to-day functions of the role while strengthening your understanding of the Lob Product. You will refine your key metrics such as First-Response times, Time-to-Resolution times, and work towards a high CSAT approval rating. </li>
<li>In the first 12 months, you will: contribute to your first team and/or customer facing technical projects, acting as the lead for the progress of those efforts, seeing them through to completion.</li>
</ul>
What will you bring to this role…
<ul>
<li>1-3 years of technical exposure, particularly with tools like Zendesk, Sift, Postman, and Looker</li>
<li>1-3 years of experience with customer-facing roles, with an emphasis on response-based metrics/tooling (ie: FRT, TTC, CSAT), especially in SaaS environments</li>
<li>Experience in basic SQL queries and familiarity with programming languages such as HTML/CSS, JavaScript, Python, Java, and C++ is preferred..</li>
</ul>
At Lob, we are looking to #LevelUp and #EmpowerDiversity, we invite you to apply if you possess even some of these:
<ul>
<li>A technical background with relevant certifications or proven experience is highly desirable.</li>
<li>Previous experience in marketing and/or direct mail is a plus.</li>
<li>A passion for customer service. </li>
</ul>
Compensation information: The compensation for this position is structured to include a base salary + RSUs. Base salary bands are listed below.
CA/NYC Tier:
Base: $77,500.00 - $85,000.00
US Tier:
Base: $72,500.00 - $80,000.00<div class="content-conclusion">“Lob’s salary ranges are based on market data, relative to our size, industry and stage of growth. Salary is one part of total compensation, which also includes equity, perks and competitive benefits. Salary decisions are based on many factors including geographic location, qualifications for the role, skillset, proficiency and experience level. Lob reasonably expects to pay candidates who are offered roles within the provided salary ranges.”
We offer remote working opportunities in AZ, CA, CO, DC, FL, GA, IA, IL, MA, MD, MI, MN, NE, NC, NH, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, and WA, unless specified otherwise in the job description above. 
If you are looking for a progressive, fun-spirited, and mentally stimulating environment, come join us at Lob!
 
Our Commitment to Diversity
Lob is an equal opportunity employer and <a style="color: #000000;" href="https://www.lob.com/blog/power-diversity-starts-data">values diversity</a> of <a style="color: #000000;" href="https://www.lob.com/blog/a-commitment-to-diversity">backgrounds and perspectives</a> to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history in accordance with local, state, and/or federal laws, including the <a style="color: #000000;" href="https://sfgov.org/olse/sites/default/files/Document/FCO%20Art.%2049%20Official%20Notice%20to%20print%202017.pdf">San Francisco’s Fair Chance Ordinance</a>.
Recent awards
<img src="https://keep.google.com/u/0/media/v2/1e8T9oEtvbqRcrMcmtMSXLguNCPTDvK9fgYyRHPMut1prD3B1tXfjRFr3o2O1dlQ/1mas8D_M3MtQ6MJEDfG-6yRUXNoeICQQ-q7BzV0N3BOFVMtPtiGQm3VTYWAtzlnE?sz=512&accept=image%2Fgif%2Cimage%2Fjpeg%2Cimage%2Fjpg%2Cimage%2Fpng%2Cimage%2Fwebp" alt="" width="NaN" height="NaN">BuiltIn Best Midsize Companies to Work For 2022 #86 on Y Combinator's Top Private Companies List 2021 BuiltIn Best Midsize Companies to Work For 2021 2020 Inc 5000 List of the Fastest-Growing Private Companies 2019 Timmy Awards - Best Tech Workplace for Diversity, Community Favorite in the Bay Area Deloitte’s 2019 Technology Fast 500 </div>