Customer Support Specialist Jobs

OUR STORY

TechInsights is the information platform for the semiconductor industry. Regarded as the most trusted source of actionable, in-depth intelligence related to semiconductor innovation and surrounding markets, TechInsights’ content informs decision makers and professionals whose success depends on accurate knowledge of the semiconductor industry—past, present, or future. Over 400 companies and 50,000 users access the TechInsights Platform, the world’s largest vertically integrated collection of unmatched reverse engineering, teardown, and market analysis in the semiconductor industry. This collection includes detailed circuit analysis and imagery, process flows, device teardowns, illustrations, costing and pricing information, forecasts, market analysis, and expert commentary. TechInsights’ customers include the most successful technology companies who rely on TechInsights’ analysis to make informed business, design, and product decisions faster and with greater confidence. For more information, visit www.techinsights.com.

THE OPPORTUNITY

At TechInsights, our Customer Operations Team is responsible for ensuring our customers receive outstanding service, enabling them to realize the full value of the products and services of their subscription. We are currently seeking a Customer Support Specialist with a strong technical background to join our team. This full-time, on-site role in our San Jose office will play an integral part in facilitating case management and providing excellent customer support to our Content Platform subscribers, with a specific focus on technical support.

As the Customer Support Specialist, you will be responsible for ensuring the timely triage of cases, resolving technical issues, and effectively communicating any potential challenges to the team, all while maintaining positive customer relationships. In addition to your customer support skills, you will also be a detail-oriented problem solver, leveraging technology and collaborating with the team to manage your day and efficiently solve problems.

Reporting to the Director of Customer Technical Operations, you will work closely with Customer Engagement Managers and cross-functional internal teams to provide the highest quality support for our customers. Your technical expertise and customer-focused approach will be instrumental in delivering exceptional service and improving existing processes.

What You Will Do

• Leverage team members and other resources to address problems as they arise while maintaining a collaborative and positive customer relationship
• Provide other administrative support to the Customer Operations team when necessary.
• Tasked with collecting data and analyzing trends to help identify areas of improvement and develop strategies for enhancing the customer experience.
• Resolve, escalate and communicate technical challenges to appropriate team members
• Contribute to internal and external documentation on the TechInsights platform.
• Monitor Support dashboard to maintain set Service Level Agreements
• Manage the Support and Analyst mailboxes in Salesforce, and customer support inquiries through email, phone and live chat
• Utilize Salesforce& Jira to update, track, escalate and report customer data
• Triage Support cases and work alongside the Customer Engagement Managers and various other teams to ensure cases are allocated to the correct team

Who You Are

• Have a strong attention to detail, excellent communication skills, and the ability to work collaboratively with other teams to ensure that the right information is being shared in a timely and efficient manner
• Case management experience considered an asset.
• Post-secondary education combined with 2 years of customer service experience
• Ability to be proactive and escalate when necessary
• A strong customer focus along with a sense of urgency, ability to actively listen and be responsive
• Tech savvy with an ability to navigate new software effortlessly
• Experience with triaging technical matters (HTML/javascript/web apps) in a SAAS/PAAS considered an asset
• An appetite to learn and be able to pivot
• Experience with Salesforce (and/or Jira) a requirement (other CRM software experience will be considered)
• Excellent interpersonal and verbal communication skills
• Strong critical thinking and problem-solving skills

As part of the recruitment process for this position, you will be required to submit your latest citizenship and/or permanent residency information. This information will be used to comply with U.S. Export Control Laws and Regulations.

WHY WORK WITH US

• Flexible vacation policy
• Support for community through charitable alliances
• Professional and career development opportunities
• Expected salary range:$19-$26/hour depending on experience
• Annual fitness reimbursement
• Wellness resources and support from management
• Strong sense of camaraderie, mutual respect and shared goals among colleagues
• Competitive pay and generous benefits (medical, dental, vision, wellness, 401K Matching)

Technology knows no bounds, and neither does TechInsights. Bringing together talented humans from different perspectives, backgrounds and abilities is something we take seriously. We’re committed to building an inclusive environment that welcomes you to be your authentic self and allows us to push past the boundaries together.

TechInsights is committed to meeting the needs of people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

As part of any recruitment process, TechInsights collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. Our Privacy policy can be referenced here: https://www.techinsights.com/privacy-policy

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