Remote Technical Support (Email Specialist) in Los Angeles, California at Phi International, Inc

The Email Support team works with customers to solve their day to day issues, thus we are looking for candidates with a passion for providing world-class support. Your job will be to maintain an in-depth understanding of products, customer use cases and support processes to assist with issues, team training, documentation, and ensure an overall excellent quality of support to our customer.

The Email Support Team works closely with all parts of the organization to ensure the customer experience is seamless and consistent. This team works closely with the Technical Support (Live Help) Team with potential opportunities for career growth and advancement.

This is an onsite and in-office position based in Salt Lake City, UT. Reporting to the Director of Customer Support, you will be responsible for the following:

What You'll Do:

• Work directly with customers to investigate and resolve difficult issues primarily over email.
• Scheduling and joining Zoom meetings when necessary
• Obtain, and maintain a high level of functional knowledge and exposure to all of our tools to become a product knowledge expert.
• Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization and truly provide our clients with the best experience.
• Develop and maintain resources by writing internal knowledge base articles
• Becoming an expert on Filevine products

What You'll Need:

• Previous technical support/chat support experience preferred
• Prior experience in high-volume environment
• Professional presence in customer-facing settings
• Excellent written and verbal communication
• A high technical aptitude
• Receptive to feedback
• Hungry to help customers, learn and to provide excellent service

Cool Company Benefits:

• A dynamic, rapidly growing company, focused on helping organizations thrive
• Medical, Dental, & Vision Insurance (for full-time employees)
• Competitive & Fair Pay
• Maternity & paternity leave (for full-time employees)
• Short & long-term disability
• Opportunity to learn from a dedicated leadership team
• Top-of-the-line company swag

We are looking for empathetic, technically skilled problem solvers with a knack for solving difficult problems and pleasing our customers. The email team works closely with all parts of the organization to ensure the customer experience is seamless and consistent.