Join us as a Level 2 Technical Support Advocate at Procurify. This remote-first position requires you to manage complex customer configurations and enhance our self-serve ecosystem.
In this role, you will utilize your technical problem-solving skills to resolve intricate inbound tickets via email and live chat. You'll become a product expert, advocating for customers by documenting and addressing issues through collaboration with our Engineering team. Your insights will influence our product roadmap and enhance user experiences.
Key Responsibilities:
- Manage and resolve complex technical tickets via email and chat
- Conduct video calls for troubleshooting high-priority issues
- Document bugs and gather customer feedback for improvement
- Write and maintain FAQs and user guides leveraging AI
- Tailor workflows and account setups according to client needs
Requirements:
- 2 to 3+ years in a technical customer-facing SaaS role
- Strong background in Technical Account Management preferred
- Familiarity with QuickBooks Online or similar ERPs
- Expertise in using ticketing systems like Zendesk or Intercom
- Proficient in diagnosing web and mobile application issues
Help shape the future of technical support at Procurify while ensuring optimal user experiences.
Level 2 Technical Support Advocate Role in Ottawa employer: Procurify
Procurify is an exceptional employer that fosters a remote-first culture, empowering employees to take ownership of their work while prioritizing personal and professional growth. With flexible working hours, unlimited responsible time off, and a commitment to community initiatives, team members are encouraged to thrive in a collaborative environment that values diversity and inclusion. Join us to make a meaningful impact in the evolving landscape of agentic procurement, all while enjoying competitive health benefits and stock options.
