Customer Support Technical Specialist

Job Description

You are experienced at troubleshooting, as well as coordinating with internal and external stakeholders to ensure implementations are handled within the desired timeline. To accomplish this, you must have the ability to understand technical business requirements. Internally, you will work closely with stakeholders across sales, product and customer success.
WHAT YOU’LL DO:

Build, own & maintain a knowledge base to answer product & IT  technical questions that can be repurposed by Customer Support and Customer Success
Work closely with MURAL’s sales team to ensure a smooth transition to in-life service for technical matters.
Lead technical customer support, such as product set-up based on customer’s requirements, creating the company, SSO configuration, IP allowlisting and new domains inside an existing company.
Respond to customer requests related to technical product capabilities, for example, what we currently support, how it can be used and future product capabilities.
Understand the target company’s policies and restrictions to suggest how we adjust the in-product configurations to help MURAL scale within the company while meeting the customer’s policies and procedures.
Maintain a feedback loop with the product team on customer feature/function requests.
Deliver training to improve technical product knowledge, including administrator specific capabilities to both customers and customer experience team members.
Work collaboratively with Product Management, Product Marketing, Design and Engineering during the development, launch of new features and products.
Prepare customer documentation for frequently asked questions to be consumed internally and externally.
Communicate effectively w/ engineers, PMs, sales, ETMs, and other stakeholders.

WHAT YOU’LL BRING:

5 years of technical implementation or technical support experience within technology services
Solid oral, written, presentation, collaboration, and interpersonal communication skills
Demonstrated project management experience with projects varying in scope
Technical knowledge of enterprise software
Knowledge or experience working with MURAL
Startup mentality
Progressive out-of-the-box thinker
Self-motivator that thrives in an ever-changing environment

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.