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Technical Support Specialist

Company: Retention Science
Location: Santa Monica
Posted on: September 13, 2020

Job Description:

ReSci's mission is to make artificial intelligence accessible and usable for brands.

Our values: Inspire with passion. Persevere with determination. Collaborate with unity. Grow without bounds. Create with impact. Lead with character.

As a member of ReSci’s Technical Support team, you’ll join our collaborative company and become an integral part of an exceptional and growing team transforming the technology landscape. This is the ideal role for those looking for a step into tech or the opportunity to showcase their technical ability; you will work closely with senior team members who will provide mentorship and guidance as you grow. As a Technical Support Specialist (Tier I), you’ll build technical skills while supporting Resci’s clients and account managers with any questions or challenges they face. You will also provide assistance with day-to-day tasks, such as campaign setup and campaign testing, login management, and data validation.

Responsibilities:

-Work closely with Onboarding Engineers and Client Success Managers to provide a successful user experience

-Manage client relationships by quickly and comprehensively answering their support questions and giving direction for resolution of issues

-Work with Client Success Managers and other ReSci departments to produce documentation and education on best practices in leveraging the ReSci platform

-Assist Client Success Managers in product usage and training

-Coordinate with ReSci Senior Technical Support Specialists on any escalated issues, and ensure diligent follow-up and updates with clients

Qualifications:

2+ years of tech industry related customer support experience, preferably with a SaaS company

-Excellent understanding of relational databases, and strong query writing skills

-Excellent verbal and written communication skills

-Excellent problem-solving capabilities

-Ability to quickly explore, examine and understand complex problems and how they relate to a customer’s business

-Experience with SQL, APIs, and databases

Keywords: Retention Science, Santa Monica , Technical Support Specialist, Other , Santa Monica, California

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