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 Pay Range: $25-30/hr Benefits: Medical/Dental/Vision Insurance and 401K MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.