Technical Support

ABOUT US:

Regal.io empowers businesses to add a human touch at key moments in their online experiences in order to win customers over and drive more sales. Our branded, event-driven calls and texts skyrocket answer rates by treating customers like royalty, and drive 25% more revenue. Growing revenue is the top priority for every C-level executive. Marketing spend and website optimization is table stakes already, and now the fastest growing businesses are adding a human touch to better convert website visitors. 100 leading brands including SoFi, Ro, Angi, The Farmer's Dog, Fidelity Life, Career Karma and AAA use Regal.io to proactively engage their customers in real-time with event-driven calls and text messages, which result in higher conversion and more revenue.

Our team is led by industry veterans who previously built Handy (acq. by IAC / ANGI Homeservices in ‘18), and the rest of our team is made up of customer-obsessed, fun and hardworking team members across product, engineering, marketing, sales and more!  We share common set of values that we look for in every new hire:

*Customers are royalty

*Data beats opinion

*Fast-paced execution wins

*Growth mindset

*Enjoy the journey

Come join us as we create a category-defining company, and follow Regal's company page on LinkedIn to stay up-to-date on our journey and current job openings!

ABOUT THE ROLE:

Join Regal.io to build a world-class support experience with our growing customer success team! In this role, you will respond to and resolve customer tickets with Regal’s event-driven communications platform.

• Respond rapidly to inquiries from a variety of user types (end-users, admins, and developers)
• Resolve a wide range of inquiries – end-user training, integration debugging, and bug resolution – to drive product adoption and customer satisfaction
• Collaborate with implementation, customer success, product, and engineering teams to resolve issues and highlight trends in tickets
• Own support ticketing and knowledge infrastructure to deliver a world-class support experience
• Participate in hiring and onboarding future support engineers as the growth of the business demands

• 0-2 years of experience in a technical support role
• Previous experience or exposure with two or more of the following areas: SQL, SaaS, SMS Marketing, Email Marketing, Phone Sales, Contact Center Software, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Basic Programming (HTML etc.)
• Experience identifying collaboration and escalation resources in a fast-paced environment
• Experience providing the right level of context when partnering with others to resolve customer issues
• Methodical, critical thinker who can understand customer needs, dissect technical requirements, and deliver crisp resolutions

• Competitive compensation packages, including early stage equity
• 401k plan
• Flexible PTO & 11 paid holidays
• Medical, dental, vision insurance (80% covered by Regal for individuals and all dependents!)
• Paid parental leave
• Growth Mindset learning and development stipend
• Happy hours, team outings, & annual offsites!
• Pre-tax commuter benefits
• Complete laptop workstation
• & more!

POSITION LOCATION & OFFICES:

This position is only available in New York City.

We have offices in NYC (HQ- NoMad) & Boston (Downtown/Financial). Hybrid roles are required in office T/W/TH and office optional M/F. Covid protocols and vaccination policy in place.