FormAssembly · US
FormAssembly is hiring a remote Principal Technical Support Specialist. This is a full-time position that can be done remotely anywhere in the United States.
About the Role
We are seeking a highly skilled and experienced Principal Technical Support Specialist to join our team. As a key member of our customer support team, you will be responsible for providing technical assistance to our customers via phone, email, or chat.
Responsibilities:
Provide exceptional technical support to customers via phone, email, or chat
Analyze and resolve complex technical issues in a timely manner
Collaborate with internal teams to identify and implement process improvements
Develop and maintain knowledge base articles and other documentation
Stay up-to-date with product releases and updates to provide accurate information to customers
Meet or exceed customer satisfaction targets
Work closely with the sales team to ensure seamless handoffs and meet sales targets
What We Are Looking For:
5+ years of experience in technical support, preferably in a SaaS environment
Proven track record of providing exceptional customer service and resolving complex technical issues
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work independently and as part of a team