Technical Support Specialist at Okra

The Role

• It’s an amazing time to join Okra. As a Technical Support Specialist focused on helping Okra customers, you will support the architectural foundation for new products and explosive growth.
• You’ll collaborate with customer success, sales, product managers, and engineers to understand user needs and support customers along the user journey from integration to go-live and beyond, as the initial contact for all customer issues.

The successful candidate will:

• Acts as a customer advocate to represent customer needs and issues internally
• Actively monitor, document, and field incoming requests from customers via multiple communication channels - Slack, email, social media
• Analyze and resolve minor customer issues and conduct advanced technical troubleshooting where possible
• Respond to all inquiries promptly and identify trends and opportunities to eliminate recurring problems
• Communicate advanced client issues with key stakeholders and act as a liaison between customer support and developers to ensure prompt and effective resolution of bugs and issues
• Maintains product knowledge through continuous training and uses the latest troubleshooting methods, guides, and other reference materials
• Interact directly with customers to understand problems areas or improvements and accordingly implement solutions through product, process, systems

Requirements
What you’ll need:

• 5+ years of experience in technical support, preferably in SaaS or API company
• Experience with and passion for APIs
• Passion for building relationships and trust with customers
• Strong problem-solving skills with a proven track record of working independently as well as in a team environment
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Effective listening and excellent written and verbal communication skills
• Good interpersonal skills with the ability to react quickly, accurately, and remain calm under pressure
• Experience working across teams to drive resolutions to simple and complex issues.