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Technical Support Specialist II
Smartsheet. Troubleshoot customer issues using internal and external documentation, tools, and escalation resources .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support with a focus on effective communication and issue resolution. Proficient in utilizing documentation and tools to troubleshoot and enhance customer satisfaction.
Highest-signal resume keywords
Customer Support ExperienceExcellent Communication SkillsEmpathetic Issue OwnershipSmartsheet Product CertificationFlexibility in Working Hours
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Interpersonal CommunicationTeam CollaborationFeedback Reception
Certifications & Qualifications
Smartsheet Product Certification
Industry Keywords
Customer SatisfactionQuality AssuranceTechnical SupportDocumentationEscalation Resources
About the role
Key responsibilities & impact- Troubleshoot customer issues using internal and external documentation, tools, and escalation resources
- Become Smartsheet Product Certified
- Support customers through email, phone, and chat
- Partner with leaders to meet or exceed customer satisfaction, quality assurance, and attendance goals
- Become an expert in a specific product area
- Contribute to team projects
- Give and receive feedback on team processes and leadership
- Manage other responsibilities as assigned
- Report to a Support Manager and collaborate with team members globally
Requirements
What you’ll need- 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
- Working knowledge of assigned feature a plus
- Flexibility in working hours, including work outside standard business hours
- Must reside in Costa Rica
Benefits
Comp & perks- Equal employment opportunity and inclusive work environment
- Freedom to explore, push boundaries, and grow beyond the role
- Remote work eligibility within Costa Rica