Location: Remote
Reports To: Customer Success Manager
Employment Type: Full-Time
About Ask Sage:
Founded by Nic Chaillan, former Chief Software Officer of the Air Force and Space Force, Ask Sage is the leading Generative AI platform that augments the velocity of government and commercial teams with dozens of use cases from coding to cybersecurity to acquisition to data analysis and much more. Our FedRAMP High and DoD IL5 accredited cutting-edge technology enables teams to focus on strategic initiatives while we take care of the heavy lifting. We are seeking a dedicated and experienced Technical Support Specialist to join our team and provide exceptional support to our customers.
Position Overview:
The Technical Support Specialist will be responsible for handling day-to-day customer inquiries and troubleshooting issues with the Ask Sage platform. This role requires a strong understanding of technical support best practices and excellent problem-solving skills. The ideal candidate will have experience using generative AI technologies and working in a SaaS product company to be able to assist customers with a variety of issues, including lost passwords, security setup, locating resources, verification emails, and more. This position plays a critical role in ensuring customer satisfaction and maintaining the overall functionality of our platform.
Key Responsibilities:
Customer Inquiries and Troubleshooting:
- Respond to customer inquiries in a timely and professional manner, providing technical support and troubleshooting assistance.
- Assist customers with issues related to lost passwords, security setup, locating resources, verification emails, and other platform-related concerns.
- Diagnose and resolve technical issues, ensuring a high level of customer satisfaction.
Technical Support Best Practices:
- Develop and maintain a deep understanding of the Ask Sage platform and its features.
- Utilize technical support best practices to diagnose and resolve customer issues efficiently and effectively.
- Stay current with platform updates and new features to provide accurate support.
Customer Communication:
- Communicate clearly and effectively with customers, providing step-by-step instructions and guidance to resolve their issues.
- Maintain a positive and professional demeanor in all customer interactions.
- Follow up with customers to ensure their issues are fully resolved and they are satisfied with the support provided.
Documentation and Reporting:
- Document customer interactions and support cases to report to management.
- Generate and analyze support reports to identify trends, common issues, and areas for improvement.
- Contribute to the creation and maintenance of support documentation, including FAQs and knowledge base articles.
Collaboration and Teamwork:
- Work closely with the Customer Success Team and other team members to ensure a seamless support experience for customers.
- Collaborate with cross-functional teams, including engineering and product management, to address and resolve complex technical issues.
- Share insights and feedback with the team to improve the overall support process.
Continuous Improvement:
- Identify opportunities for improving the customer support process and contribute to the development of support resources, such as FAQs, knowledge base articles, and training materials.
- Stay up-to-date with industry trends and best practices in technical support.
- Participate in training and development opportunities to enhance technical support skills.
Qualifications:
- Minimum of 3 years of experience in a technical support role, preferably within a SaaS or technology company.
- Strong understanding of technical support best practices and troubleshooting methodologies.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Proficiency in using support ticketing systems and other support tools.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and as part of a team in a remote work environment.
- Bachelor’s degree in computer science, information technology, or a related field is preferred.
Why Join Ask Sage:
- Opportunity to work with cutting-edge AI technology that is transforming the industry.
- Collaborative and innovative work environment that values creativity and initiative.
- Competitive salary and benefits package, including 100% coverage for health plans, 401K, flexible PTO, and stock options.
- Chance to make a significant impact on the company's growth and success by providing exceptional technical support to our customers.
To apply for this position, send your resume and cover letter to
jobs@asksage.ai
