Technical Support Specialist

The Opportunity

Snagajob is the nation’s largest marketplace for hourly jobs and shifts. Partnering with teams ranging from small businesses to top hourly-work employers, Snagajob connects 6 million job seekers with well-matched job opportunities each month. Snagajob’s mission is to help hourly workers fulfill life goals, gaining flexibility and control over how, when, and where they work. And, given Snagajob’s matchmaking technology, employers can count on job opportunities reaching the right candidates at the right time. 

Snagajob is looking for a Technical Support Specialist to join our Customer Support team. This role will be responsible for the ongoing support of enterprise customers as well as individuals using Snagajob to help them find a job.  

Although we have east coast offices, we believe that incredible talent can be found everywhere and fully embrace a digital-first working model. We encourage candidates across the United States to apply.  The position hours are Monday through Friday, 8:30 a.m. EST to 5:30 p.m. EST.

What You’ll Get to Do

• Resolve inbound customer contacts and escalations efficiently and effectively on any service channel (phone, case, email, chat, etc) from both business and jobseeker customers
• Collaborate with senior customer support team members on all customer issues that are potential bug fixes or require more in-depth troubleshooting
• Analyze issue trends based on incoming customer contacts to identify problems, assess and quantify their impact, and then escalate and communicate as appropriate with management and customers
• Become an expert in all Snagajob product offerings, with an ability to explain technical troubleshooting steps in clear and customer-friendly terms
• Communicate with customers on an ongoing and consistent basis, ensuring that we manage expectations throughout the customer support process
• Advocate for product improvements and enhancements based on customer feedback and issue analysis
• Provide advanced troubleshooting for technical support requests escalated from sales people, account managers, the Tier 1 Customer Support Team, and other groups within the company
• Track issues and trends to assist with developing a knowledge base for support and training purposes
• Hit production targets while maintaining a quality customer experience; excel in managing customer expectations during the customer support process

What You’ll Bring

• Experience in a customer service oriented role; prior experience in software troubleshooting and basic database and web skills is a plus
• Comfortable with systems and software; an aptitude for and willingness to learn technical troubleshooting steps, and new technologies, systems and processes 
• Strong interpersonal and communication skills; collaborative team player with the ability to work in a fast-paced environment
• Ability to maintain an enthusiastic, service-oriented attitude under pressure
• Innovative, strategic problem solver with a passion to learn new things
• Ability to work independently with minimal supervision and exercise sound judgment
• Microsoft / Google office experience including but not limited to Gmail, Word, Excel, and document file sharing
• The ability to live by Snagajob’s core values - solidarity, candor, unconvention, fire - by being an ally, speaking hard truths, questioning the status quo, and always doing whatever it takes to meet our mission of putting people in the right fit positions so they can maximize their potential and live more fulfilling lives 

At Snagajob, our commitment to being an equitable and inclusive employer is foundational to us, and we believe that pay transparency is a vital component of pay equity. In this role, you can expect to be paid a base salary in the range of $40,000 to $45,000. Full time employees are also eligible for Snagajob's bonus, equity, and benefits programs.

Here at Snagajob, we celebrate our differences in an inclusive workplace designed to support the things that make us individuals. Snagajob is proud to be an equal opportunity employer and we strongly encourage candidates from all different backgrounds and identities to apply. Each new hire gives us the opportunity to bring in a fresh new perspective to further diversify our company for the benefit of our employees, products and our community.

Why Snagajob

Snagajob offers a highly competitive compensation and benefits package including medical, dental, vision, life insurance, 401k, unlimited PTO, flex hours, stock options, health and fitness incentives, paid community service time, and other benefits in an award winning culture. Here at Snagajob we empower our employees to work where they are most productive, and encourage transparency and trust in a virtual-first approach. What Snaggers love most is our commitment to work-life blend and the amazing leaders who are dedicated to helping their teams grow personally and professionally. Snagajob promotes a culture of community and support, so once a Snagger, always a Snagger.

About Snagajob

Snagajob, the country’s largest and fastest-growing platform for hourly work, connects more than 47 million active job seekers with employment opportunities at 450,000 employer locations in the US and Canada. Snagajob’s mission is to put people in the right fit positions so they can maximize their potential and live more fulfilling lives. Through Snagajob, workers gain the flexibility of working when and where they choose while employers are assured every shift stays filled. For more information, visit www.Snagajob.com or connect with us on LinkedIn, Instagram, Facebook and Twitter.

Salary : $40,000 - $45,000