Technical Support Specialist

Boston, MA, United States

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**Technical Support Specialist**

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

You will report to one of our Managers, Support located in our Bellevue office however, this role is remote eligible!

**You Will:**

* Become Smartsheet Product Certified and handle customer cases over email, phone, and chat.

* Aim to exceed performance goals in areas like customer satisfaction, quality assurance, and attendance.

* Partner with leaders to achieve goals.

* Become an expert in a specific product area and deliver 1:1 live trainings to customers.

* Develop the necessary skills in order to become a Subject Matter Expert in one area of the Smartsheet platform within your first year.

* Become a knowledge expert with the Smartsheet Platform and able to effectively support Enterprise customers.

* Quickly ramp up to provide support on all products within three months of onboarding.

* Contribute to team projects.

* Give and receive thoughtful feedback on team processes and leadership.

* Manage other responsibilities as assigned.

**You Have:**

* Excellent phone manner when it comes to call control, educating customers, anticipating needs, and asking targeted probing questions to reach a speedy resolution.

* 2+ years of experience handling customer-facing technical troubleshooting, preferably in an SaaS environment.

* Demonstrated ability to juggle multiple responsibilities while maintaining performance standards.

* Have previous experience working in a role that required making decisions in ambiguous situations.

* Able to speak to experience in utilizing root cause analysis and scoping to successfully resolve complex technical issues.

* Passionate, customer focused, and capable of owning the role in order to achieve desired results.

* Flexibility in your working hours as this position may require work outside of standard business hours.

**Perks & Benefits:**

* 100% employer-paid medical, dental, and vision coverage for full-time employees

* Equity - Restricted Stock Units (RSUs) Equity with all offers

* Lucrative Employee Stock Purchase Program (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 to start, plus Flexible Sick Leave

* Teleworking options from any registered location in the U.S. (role specific)

* Up to 24 weeks of Parental Leave

* Personal paid Volunteer Day to support our community

* Opportunities for professional growth and development including LinkedIn Learning online courses

* Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account

**Equal Opportunity Employer:**

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job descriptionif your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovativejoin us!

Our describes how Smartsheet may process your personal data, including the use of a third party provider for application submissions.

**Department**

Technical Support

**Job Location**

Boston, MA, USA

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