Technical Support Specialist

Remote, United States

About us 

Intellum is the leader in corporate education technology and powers the largest, most successful customer, partner, and employee learning programs in the world. Large brands and fast-moving companies like Google, Meta, Amazon, Walmart, Xero, Atlassian, Mailchimp, Airbnb, Stripe, and TikTok rely on Intellum to engage and educate the audiences they touch. 

We have always been a “remote first” company and are proud to have team members located all over the world. We value Curiosity, Creativity, Perseverance, and Kindness and strive to demonstrate these core values every day. Our culture is very important to us. We invest in our people in fun and exciting ways, including personal development budgets and an annual all-company retreat that is focused less on work and more on human connections. We are in growth mode, and our “smart growth” approach ensures that we will continue to scale our company effectively. 

 

The job of the Technical Support Specialist is to help the users of our tools to reach their highest potential by educating them about our products, industry standards, and best practices.  To be successful, you must be an excellent communicator, a creative thinker and motivated problem-solver, a master of organization, and a passionate learner.  Most importantly, you need to love helping people! 

 

Responsibilities

  • Provide technical support to clients via phone, email, and/or chat platforms; work with end-users to diagnose, troubleshoot  and resolve routine technical software issues quickly and efficiently
  • Escalate Help Desk tickets to appropriate internal teams when necessary
  • Collaborate with the broader customer experience and/or education teams  to improve our database of help documentation and videos
  • Develop understanding of the industry and the problems that Intellum solves
  • Stay current with product updates, system changes, and customer support team procedures and best practices
  • Develop awareness of support KPIs (e.g., response time, resolution time, customer satisfaction) and  display a commitment to quality customer interactions
  • Manage tickets within the designated SLA using our internal ticketing system (Salesforce) and ensure accurate and timely updates, and follow-ups with clients
  • This description reflects management's assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time

 

Education & Required Skills

  • 2+ years in a technical customer service/technical support or help desk support
  • Experience with SaaS applications and platforms 
  • Basic knowledge of API interfaces, SSO, and SFTP troubleshooting
  • Collaborative, team player mentality: automatically helping team members, and in turn asking for help when appropriate
  • Strong organizational & time management skills
  • Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. 
  • Analytical and problem-solving skills; Ability to leverage a variety of information sources and tools to diagnose issues and develop solutions 
  • Ability to inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated 
  • Demonstrated proactive ownership: taking the initiative to investigate and  provide swift and accurate resolution to problems
  • Strong active listening skills and empathy; able to understand customer frustrations and de-escalate difficult conversations effectively
  • Professional fluency in English, including speaking, listening, reading, and writing skills

 

What will set you apart

  • Salesforce Lightning experience preferred 
  • Experience with learning management software a plus

BENEFITS

  • Medical - 100% of employee premiums for selected individual plans
  • Dental - 100% of employee premiums covered
  • Vision - 100% of employee premiums covered
  • LinkedIn Learning
  • 401(k) plus matching (US Based Only)
  • Unlimited PTO
  • Calm subscription
  • Annual Company Retreat

 

Intellum is an equal-opportunity employer. We're committed to building an inclusive team that celebrates diversity in people, perspectives, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We encourage you to apply for an open position and if you have questions about whether or not your job experience and skill set meet the requirements for a specific role, reach out to us directly at careers@intellum.com. 


If you are an individual applying from CA, NY, CO, CT, MD, NV, or RI, please reach out to careers@intellum.com to inquire about specific pay ranges.

 

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