Technical Support Specialist
About Us
We're ClickTime. We help businesses become more productive every day. Our time and expense tracking tools are used by thousands of companies worldwide.
Our office is in the heart of downtown San Francisco, with great food and coffee just steps away. As a bootstrapped, privately held, profitable entity, we provide big company benefits while maintaining the size and energy of a startup. Working with us means you’ll be challenged, surrounded by high-quality teammates, and empowered to grow your career.
Not Your Ordinary Support Gig
At ClickTime, top-notch customer service is embedded at our core. We care deeply about our customers’ experience, and care even more deeply about building great relationships to support that experience. As a Technical Support Specialist, you'll be the voice of the company, embodying those values and creating a top-notch customer experience every day. In the process, we'll provide mentorship, training, and several potential growth trajectories for a rewarding career.
Responsibilities
- Manage incoming technical product support requests and triage situations (technical, functional, or billing)
- Monitor our trouble-ticket database to ensure speedy response to all requests
- Provide pre-sales product support to prospective customers
- Work with other departments to research and resolve customer issues
- Test new features and fixes to customer-reported bugs
- Write and edit new product documentation
- Contact customers to survey general satisfaction and their need for additional products or services
- Lead web-based training sessions and webinars
Requirements
- 2+ years of customer service experience, preferably in a tech-related field
- Technical acumen
- Top-notch communication and interpersonal skills (written, phone, in-person)
- Excellent problem solving skills
- Ability to stay calm under pressure
- Knowledge of QuickBooks is a big plus
- Knowledge of HTML (CSS is a plus)
- Bachelors Degree
Perks
Competitive salary, profit-sharing (did we mention we’re profitable?), medical/dental/vision, health savings account, subsidized transit, 401(k) with matching, very good coffee, a dragon. We’re a tight-knit group of about 35 with an energetic company culture.
ClickTime provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.