Amplitude is the leading digital analytics platform, helping over 4,300 customers build better products and digital experiences. As a Technical Support Specialist, you will provide exceptional customer service by leveraging your product knowledge to troubleshoot and resolve customer issues, ensuring a high-quality experience throughout the customer lifecycle.
Responsibilities
- Answer and/or escalate all support tickets via Zendesk ticketing system
- Drive resolution by digging in and escalating challenging tickets
- Ensure that all tickets meet our service level agreements
- Potentially do on-call weekend support
- Work closely with internal account team stakeholders to drive data trust in key accounts
- Provide customers a great experience using Amplitude and working with our team
- Create and update non-technical and technical documentation as the product evolves
- Report to the company any common themes or questions that arise and driving change
- Develop and improve support processes by partnering with global team members
Skills
- Completed your Bachelor's Degree
- Present yourself with professionalism, friendliness, and a willingness to assist
- Empathize with customers and be their advocate
- Ability to learn and explain a technical product or concept
- Natural curiosity and are a problem solver
- Passion about analytics and the problems they solve
- Experience with some code, SDKs, and APIs is not required but some knowledge could help you ramp faster
Benefits
- Excellent health insurance
- Flexible time off
- A monthly wellness stipend
- A 12-week parental leave
- A subscription to Modern Health
- A generous Learning & Development stipend
Company Overview
Company H1B Sponsorship
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