Technical Support Specialist - Tier 1

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers.

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.

The Opportunity

The Technical Support Specialist, Tier 1, is a crucial role within our technical support team, responsible for providing initial and technical solutions to address customer inquiries and technical issues that are impacting their own business and of the utmost import. This entry-level position requires a blend of strong communication skills, strong technical knowledge, and a customer-centric approach to ensure timely and effective support for our users. By effectively addressing their technical inquiries and issues, this role contributes to a positive customer experience, sets the tone for exceptional support, and plays a key role in ensuring the overall satisfaction of our user base. This is the perfect opportunity for an individual with strong technical skills who is focused on providing exceptional customer experience in a fast-paced environment to continue their professional growth.

Key Responsibilities

1. Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
2. Actively listen to customer inquiries, gather relevant information, and provide accurate and appropriate solutions. Deliver friendly, professional, and empathetic support to customers, maintaining a positive customer experience.
3. Diagnose and resolve technical issues using your own product expertise to investigate the direct cause while working with the training & management team to create guidelines and procedures for repeat issues.
4. Escalate especially complex or unresolved issues to higher-tier support teams, tracking the issues through to resolution for your own expanding expertise.
5. Document customer interactions, including issues, solutions, and relevant details, in our support ticketing system.
6. Clearly and concisely explain technical solutions to customers, adjusting communication style to suit their technical proficiency.
7. Keep customers informed about the status of their inquiries, expected resolutions, and follow-up actions.
8. Seek feedback from customers to help improve support processes and enhance the customer experience.
9. Develop a foundational understanding of our products, services, and basic technical functionalities.
10. Stay informed about product updates, changes, and common technical issues to provide accurate and up-to-date information.
11. Collaborate effectively with colleagues and higher-tier technical support teams to ensure customer issues are resolved promptly.
12. Share insights and trends from customer inquiries to help identify potential product improvements or training needs.
13. Follow established support procedures and guidelines for issue handling, escalation, and resolution.
14. Contribute to the maintenance and improvement of our knowledge base by documenting solutions and best practices.

Essential Education & Experience Required

1. Bachelor’s Degree or higher in Information Technology, Information Systems, Computer Science, or related field.
2. 2+ years’ experience in a technical support role.
3. Good understanding of Networking concepts, computer hardware, operating systems, and software applications.
4. Strong customer service skills and a passion for assisting customers with technical inquiries.
5. Excellent technical troubleshooting experience in an exploratory environment where templates & workflows would not normally suffice.
6. Excellent communication skills, both written and verbal, with a focus on delivering exceptional customer service with companies based in EMEA/US market.
7. Familiarity with helpdesk software, ticketing systems, or customer relationship management (CRM) tools is beneficial.
8. Ability to work in a fast-paced environment, handle multiple tasks, and adapt to evolving priorities.
9. Flexible to work in 24/7 support.

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self

We show up authentically, are self-aware and always strive to be better.

• See it. Own it. Solve it.

We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.

• Together We’re Better

We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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