Technical Support Specialist II - Governance and Ops (Remote Eligible - Costa Rica)

Energized by solving problems and providing outstanding support? There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.

At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.

You will report to a Support Manager. This role is eligible for remote work within Costa Rica. You  must reside in Costa Rica.

You Will:

Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences

Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat

Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance

Become an expert in a specific product area

Contribute to team projects

Give and receive thoughtful feedback on team processes and leadership

Manage other responsibilities as assigned

You Have:

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, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource

Working knowledge of assigned feature a plus

Flexibility in your working hours as this position will require work outside of standard business hours

Perks & Benefits:

Fully paid Health & Life insurance for full-time employees and family members

Monthly stipend to support your work and productivity

12 days paid Vacation + Flexible Time Away Program

20 weeks fully paid Maternity Leave

12 weeks fully paid Paternity/Adoption Leave

Personal paid Volunteer Day to support our community

Opportunities for professional growth and development including access to LinkedIn Learning online courses

Company Funded Perks including a counseling membership and your own personal Smartsheet account

Teleworking options from any registered location in Costa Rica (role specific)