Technical Support Specialist

Technical Support Specialist

Why We Need You

Sydney, Australia

PagerDuty is looking for Technical Support professionals to help our users when they contact our customer support. Your responsibilities will include technical support, billing, and some occasional sales inquiries as well. We pride ourselves in providing amazing support to our rapidly growing customer base. We strive to be very responsive and to go above and beyond for our customers. We measure our customer support success in terms of how responsive we are and how many expressions of love we get from customers. You'll play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size.

Your responsibilities will include:
·          Taking all first line calls from customers and identifying initial issues
·          Successfully resolving customer email and phone requests through the use of varied ticketing, content and task management tools
·          Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4
·          Improving our  documentation  and  by adding to our processes and documentation with your own suggestions and efficiencies
·          Managing some billing and sales related requests 
·          Managing tickets from high priority customers on an on-call basis.



 need to have:
·          Excellent written communication skills
·          Hands on experience managing customer issues through a ticketing solutions (such as Zendesk)
·          Hands on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution
·          Prior experience taking calls directly from customers in a technical support capacity
·          Be willing to work specific hours to provide SLA time-based coverage to our customers (for example  8 am-5pm ,  9am-6pm )
·          The ability to write about technical subjects clearly and in a non-boring style
·          The enthusiasm and patience to handle customer support and billing requests over the phone
·          An excellent work ethic and attention to detail
It would be great if you:
·          Have any technical experience with coding, linux, desktop support or HTML

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