Technical Support Specialist

Technical Support Specialist - Join Insider's Growing Team!

About Insider:

Insider is a leading B2B SaaS company empowering over 1200+ brands worldwide to achieve growth through innovative customer engagement solutions. As a woman-founded and led unicorn, Insider fosters a diverse, inclusive, and international work environment.

Your Role:

As a Technical Support Specialist, you'll be a vital part of our Customer Success Team, building strong technical relationships with our valued partners. You'll troubleshoot technical issues, provide solutions to partner requests, and contribute to product development by advocating for their needs.

Responsibilities:

• Provide timely and effective technical support to partners using Insider's products and services.
• Troubleshoot technical issues, identify root causes, and implement effective solutions.
• Collaborate with internal teams to escalate complex issues and drive resolution.
• Contribute to the development of knowledge base articles and other support materials.
• Adhere to strict service level agreements (SLAs) for response time and issue resolution.

Qualifications:

• Bachelor's Degree in Information Management, IT, Computer Science, Programming, or Engineering.
• Fluency in written and verbal English.
• Strong analytical and problem-solving skills.
• Ability to learn quickly and adapt to new technologies.
• Excellent communication and interpersonal skills.
• Knowledge of HTML, CSS, or other programming languages is a plus.

Benefits:

• Competitive salary + commission structure.
• Hybrid working model.
• Inclusive private health insurance.
• Labor insurance & National Health Insurance.
• Labor Pension.
• 15 days of annual leave plus national holidays in Taiwan.
• Access to training and development opportunities.
• Opportunity to work with a talented and passionate team across 27+ countries.

Qualifications

Education:

• Bachelor's Degree in Information Management, IT, Computer Science, Programming, or Engineering.

Skills & Experience:

• Fluency in written and verbal English.
• Proven analytical and problem-solving abilities.
• Demonstrated ability to learn quickly and adapt to new technologies.
• Excellent communication and interpersonal skills, with a focus on teamwork.
• Experience with debugging and troubleshooting technical issues is preferred.
• Knowledge of HTML, CSS, or other programming languages is a plus.

Technical Support Specialist Responsibilities at Insider

• Provide timely and effective technical support to partners using Insider's products and services.
• Diagnose and resolve technical issues reported by partners, ensuring a smooth user experience.
• Collaborate with internal teams to identify and implement solutions for recurring technical challenges.
• Maintain accurate records of partner interactions and technical issues, contributing to knowledge base development.
• Proactively communicate with partners regarding issue resolution status and potential workarounds.
• Stay updated on Insider's product offerings and technical advancements to effectively address partner inquiries.
• Contribute to the improvement of Insider's support processes and documentation based on partner feedback.

Candidates interested in the Technical Support Specialist position at Insider will first submit their resume and cover letter through the job portal. A review of applications will be conducted, focusing on qualifications and relevant experience. Shortlisted candidates will be invited for a phone interview to assess their technical skills, problem-solving abilities, and communication style.

Successful phone interview candidates will then participate in a virtual interview with the hiring manager and a member of the Customer Success Team. This interview will delve deeper into their technical expertise, customer service experience, and cultural fit within Insider.

The final stage involves a practical assessment, where candidates will be presented with simulated technical support scenarios to demonstrate their troubleshooting skills and ability to provide effective solutions. Insider will then make a hiring decision based on the candidate's performance throughout the entire selection process.

Insider is a B2B SaaS unicorn, driven by a mission to empower businesses worldwide through innovative growth solutions. Founded and led by women, Insider boasts over 1200 clients, including industry leaders recognized by Forrester, IDC, and G2. With a global presence spanning 27+ countries, Insider fosters a diverse and inclusive work environment where collaboration and innovation thrive. The company is committed to providing its employees with comprehensive benefits, including competitive salaries, commission opportunities, hybrid work models, and robust health insurance plans.