Technical Support Specialist

At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You will report to a Support Manager. This role is fully remote eligible.

You Will:

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
• Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
• Become an expert in a specific product area
• Contribute to team projects
• Give and receive thoughtful feedback on team processes and leadership
• Manage other responsibilities as assigned

You Have:

• Excellent written, verbal and interpersonal communication skills
• 1+ years of  Technical or Customer support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can’t solve their problem, you will ensure they are directed to the right resource
• Working knowledge of assigned feature a plus
• Flexibility in your working hours as this position will require work outside of standard business hours
• As required by law, US Citizens or Permanent Residents only are eligible to work in our Federal Government Segment.

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Equity – Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Plan (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• 15 days PTO, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year