Technical Support Specialist
About this role
Our Mission:
6sense's mission is to multiply what matters: growth, retention, and efficiency. We envision a future where companies, teams and people reach their full potential.
Our People:
People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers. We want 6sense to be the best chapter of your career.
Role Responsibilities
- Analyse, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved
- Analyse data using SQL / spreadsheets, and ad hoc analysis
- Identify alternate solutions when necessary and communicate them to customers
- Maintain a detailed understanding of product architecture, technical components and application functionality
- Assist in creating training materials pertaining to product troubleshooting and usage
- Set up and document troubleshooting procedures for new product features
- Communicate clearly and effectively with customers, fellow support team members and the other internal teams
Preferred Skills & Experience
- 5-6 years customer support experience for software applications
- 3+ years knowledge of and experience with SQL
- Experience with MAP and CRM-Salesforce
- Strong (verbal and written) communication skills with an ability to build relationships
- Experience describing technical concepts to a non-technical audience
- Ability to function and thrive in a team environment with an appreciation of aggressive goals
- Ability to work independently
- Effective prioritizations and multitasking
- Experience working with Google Analytics a plus
- Experience/knowledge of Salesforce integrations a plus
- Experience in a SaaS environment is a plus
- Experience with ticketing systems SFDC and JIRA a plus
Our Benefits:
Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.
We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.
Equal Opportunity Employer:
6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to jobs@6sense.com.
We are aware of recruiting impersonation attempts that are not affiliated with 6sense in any way. All email communications from 6sense will originate from the @6sense.com domain. We will not initially contact you via text message and will never request payments. If you are uncertain whether you have been contacted by an official 6sense employee, reach out to jobs@6sense.com
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You'll be redirected to 6sense's official application page on Greenhouse.