Senior Technical Support Specialist T2

• Create a warm, friendly, and effortless experience when engaging with the customer.
• Provide a top-notch customer experience through asynchronous messaging, live chat, phone support, email, video calls, recordings, and help desk software.
• Enhance the customer experience by creating guides and walkthroughs.
• Document solutions and stay up to date with platform updates.
• Provide aesthetic and functional solutions to customers when creating and developing websites on the platform, including images, text, audio, video, embedded media, galleries, call-to-action buttons, opt-in forms, carousels, countdown timers, blog posts, SEO, social sharing, site navigation, branding, page scripts, color palettes, theme updates, and more.
• Provide insight on billing and plan inquiries, process requests such as plan changes, refunds, applying credit and coupons, account cancellations, and assist customers with self-service payment integration detachments.
• Assist with account settings and configurations including user roles, password resets, privacy settings, notifications, and account analytics.
• Provide insight and support for partner programs, commission systems, payouts, and affiliate link utilization.
• Assist in creating and configuring email broadcasts, sequences, newsletters, and custom email domains. Provide insights on email deliverability.
• Support customers in configuring podcasts, uploading transcripts, and addressing SEO, file compatibility, RSS feeds, and file storage concerns.
• Assist with the Coaching feature, including session creation, third-party scheduler integration, and customization.
• Provide guidance on Community features including creation, management, and moderation.
• Support course creation including uploading multimedia, compressing media, using templates, structuring lessons, scheduling content availability, and understanding file limitations.
• Assist in setting up product pricing options including one-time, subscription, and multiple payment options, coupons, affiliate links, and payment integration.
• Support customers using the mobile app including troubleshooting and navigation.
• Assist in creating and configuring marketing funnels and events, including automations and opt-in forms.
• Support CRM functionality such as contact segmentation, tagging, list imports/exports, email subscription management, and assessment creation.
• Provide insight into platform analytics including revenue, opt-ins, product progress, and sales data.
• Help configure third-party integrations (e.g., Aweber, Mailchimp, Drip, ConvertKit, ActiveCampaign, Segment, Google Analytics, Facebook Pixel, Zapier, Clickfunnels) via webhooks or API.
• Guide domain and subdomain setup including DNS and nameserver configuration.
• Support in-app translation requests.
• Contribute to internal projects by identifying customer pain points and trends.
• Collaborate with the Tech Lead on ticket investigations and escalate appropriately.
• Mentor new team members by sharing product knowledge and experience.
• Serve as the go-to for advanced or complex customer inquiries.
• Provide triage before escalation to Tier 3 Tech Leads.
• Participate in ongoing efforts to build a world-class support experience.

• 4+ years of SaaS troubleshooting experience in a fast-paced Technical Support role.
• In-depth knowledge and mastery of the platform.
• Quick learner with strong ability to master web-based tools.
• Customer-first attitude with a passion for helping others.
• Excellent interpersonal and communication skills.
• Strong analytical and investigative mindset.
• Advanced knowledge of Front-End Web Development (HTML, CSS, JavaScript, Liquid, SEO, RSS).
• Experience with CRM systems and managing contacts.
• Solid understanding of DNS, CNAME, and SSL.
• Knowledge of email deliverability best practices.
• Root cause analysis skills for resolving escalated technical issues.
• Team-oriented with the ability to work well under pressure.
• Highly organized, detail-oriented, and good at managing time.
• Familiarity with support platforms like Zendesk.
• Must pass a product knowledge and communications certification exam.

• A Bachelor's Degree in MIS, Computer Science, or related field (or equivalent experience).
• Experience mentoring or training staff.
• Recognized as a go-to expert by peers.
• Ability to explain technical concepts to non-technical audiences.
• Eagerness to learn and teach.
• Self-starter with a focus on productivity and team contribution.
• Proactive in identifying and solving process inefficiencies.

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