Technical Support Agent

Technical Support Agent Tier 1-4 (Tier levels are depending on skills and experience)

Location: Pleasanton, CA

On-site only, remote is not available

MatchPoint Solutions is a fast-growing, young, energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more! More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil, and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you!

About the Job:

We are looking for individuals who truly enjoy helping customers, are problem-solvers, and love working in a team. If you have experience in troubleshooting SaaS applications, hardware add-ons, and love to help customers, we might be looking for you!

Our Technical Support Agent (Tiers 1-4) position requires excellent troubleshooting and communication skills via phone, chat, and email. You will ensure a high level of customer satisfaction by guaranteeing that customer problems are properly analyzed, documented, and resolved in a timely manner to create an exceptional customer experience for users of the platform.

In this support role, the successful candidate will become an expert on all of the features and functions within the application. The TS agent will be the initial point of escalation for the CS agents for both technical and customer satisfaction issues and may be asked to draft support content for troubleshooting and Help Center articles.

This position will be expected to report to our HQ office, as there is NO remote work.

Experience/Requirements:

Reliability If you can reliably be at work as expected, and be part of the team please read on;

Expert at troubleshooting web applications, common browsers, and basic hardware issues with PC, Mac, iOS, and Android platforms

Ability to provide detailed public-facing and internal case notes

Ability to be a knowledge-base contributor

Prior SaaS support experience Tier levels depending on experience

Minimum two years front-line, high-volume support/call center experience Tier levels depending on experience

Minimum one-year experience directly managing a minimum of 10 support agents

Ability to work within common support metric goals, e.g. SL, ASA, AHT; and support center KPIs

Typing speed >50 WPM

Proven English language composition and grammar skills

Replicate reported issues, and escalate to Product via ticketing

Fast Mastery of the platform including hardware

The ability to infuse trust and defuse difficult situations

Extreme patience with angry and non-technical customers

Excellent phone, typing, and grammar skills to assist our customers

Mentor and assist new agents with best practices, effective writing and tools use

Empathy and Understanding with our customers are vital, and Urgency is key

A strong desire to learn, grow, and to share knowledge

Flexibility to work on Weekends

Preferred Prior experience in working in Salesforce/Zendesk CRMs, LiveChat, and IVRs

Preferred Support experience in the beauty, health, and fitness industries

Preferred Prior save and retention experience in a support organization

Preferred HTML/XML/ experience

Preferred Page Source troubleshooting, specifically with widget code

Spanish 2nd language nice to have

Responsibilities:

Reliability and Teamwork are key

Troubleshoot, resolve, and document customer questions and issues with the web platform, associated hardware, and billing questions

Work responsibly in a high-volume support center environment

Work within metric service level goals and guidelines

Issue replication and escalation to the appropriate internal team

Draft support and customer content as discovery and need dictates

Become a subject matter expert with the platform and/or related support tools

Become a main point-of-contact for our product or feature sets

Point-of-contact for technical escalations

Reach KPIs & Goals

Assist team members and other staff members