Technical Support Specialist

CoLab is seeking a Technical Support Specialist to join their team. CoLab is a cloud-based platform designed for fast and effective design review, helping mechanical engineering teams bring products to market faster. The ideal candidate will be autonomous, possess strong troubleshooting skills, and communicate effectively in writing. This role operates on a 7am to 3pm UTC shift.

The Technical Support Specialist will provide solutions to customers' technical issues, champion the user experience, and maintain positive customer sentiment. They will also triage requests, follow up with internal teams, and independently own the support process.

Responsibilities include:

• Providing help and answers to customers' technical issues.
• Championing all aspects of the user’s experience.
• Clarifying and triaging customer requests.
• Maintaining a positive customer sentiment.
• Following up with internal teams on open issues.
• Independently owning the support process.

Requirements include:

• Experience dealing with external enterprise customers in a technical support context for a SaaS web application.
• Exceptional interpersonal skills.
• Exceptional written communication skills.
• Ability to communicate effectively via phone and web conference.
• Experience with a ticket management system.
• Experience managing and maintaining a knowledge base.

CoLab offers:

• Competitive compensation package with stock options.
• Health and dental insurance (100% covered for the employee).
• Unlimited PTO.
• 100% remote work.