Technical Customer Support Specialist

<img src="https://we-work-remotely.imgix.net/logos/0171/3015/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Delaware, USA <br /><strong>URL:</strong> <a href="https://qase.io/">https://qase.io/</a> </p> <p>Hey there!</p> <p>Qase is a modern, all-in-one test-management platform used by QA engineers to ship better software, faster. Customers love us for two things: our clean product and a support experience that consistently scores 95% CSAT and 4.7/5 on G2 (https://www.g2.com/products/qase/reviews). To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team.</p> <p>You’ll own frontline conversations, spot patterns, and have the freedom to fix what’s broken without a five-layer approval chain. (For example, one of our reps produced a library of FAQ articles, cutting average chat handle time by 15%.)</p> <hr> <p><em><strong>WHAT YOU’LL ACTUALLY BE DOING</strong></em></p> <p><strong>HANDLE INBOUND</strong></p> <ul> <li>Resolve about 20-30 chats per day in Intercom; escalate bugs to the Engineering team and capture improvement or feature requests from customers.</li> <li>When required, hop on Zoom/Meet calls (approx. 3–5 a week) when “show-and-tell” beats back-and-forth typing.</li> <li>Keep our enterprise customers smiling with quick, thorough, empathetic responses.</li> </ul> <p><strong>CONTENT COMMUNITY</strong></p> <ul> <li>Expand our public knowledge base (https://help.qase.io) and occasionally contribute to our blog (https://qase.io/blog)</li> <li>Occasionally, engage on our public roadmap (https://qase.canny.io/), G2, and other communication channels as the friendly face of Qase.</li> </ul> <p><strong>BE AN INTERNAL LIAISON</strong></p> <ul> <li>Distill customer feedback into clear Jira tickets and Canny posts so Product knows what to tackle next; focusing on what matters amid the noise is something we value.</li> <li>Be a product expert a