Technical Support Specialist II at Smarsh

Heredia, Heredia Province, Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, ComplianceIndustries

Requirements

Minimum of 2 years in a customer service / technical support role, especially in SaaS or IT environments
At least 2 years of call center experience handling inbound/outbound calls in high-volume settings
Strong verbal and written communication skills, with active listening and empathy
Strong English communication skills, both verbal and written
Bachelor’s degree or equivalent preferred

Responsibilities

Provide world-class client support to Professional Archive SaaS software solution and services via phone, chat, and written communication
Act as a client liaison and advocate for the resolution of client issues
Work on complex assignments requiring independent action and high initiative to resolve problems and develop solutions
Independently identify root cause of software or system issues using system analysis and testing techniques, with minimal assistance; routinely develop reproducible test cases
Adhere to SLAs for support coverage, ensuring initial response and timely resolution for customer cases via phone, web, and community
Actively diagnose, troubleshoot, and resolve customer issues; escalate cases as required based on business impact
Effectively manage cases to ensure timely customer status updates and ultimate resolution
Handle large accounts, customer escalations, and 3rd party support coordination to resolve issues
Collaborate closely with Advanced Support, Customer Success, Implementation, and other teams to drive issue resolution, handling all customer-facing communications
Capture, reuse, and share knowledge using KCS practices as Contributor or Publisher; promote adoption of self-service offerings like knowledgebase, community, and training resources
Advocate for product, policy, and process improvements to enhance customer experience
Follow required policies and processes to maintain compliance with information security and data protection requirements
Log and track calls and cases using Salesforce, maintaining detailed notes of the customer’s request
Write or revise user training documents and procedures

Skills

SaaS Support

Technical Support

Troubleshooting

Root Cause Analysis

System Analysis

Test Cases

Customer Escalation

SLA Management

Phone Support

Chat Support

Email Support

Smarsh

Archiving and compliance solutions provider

About Smarsh

Smarsh provides archiving and compliance solutions specifically designed for financial services, government agencies, and other regulated industries. Their main product is a cloud-based archive that allows organizations to securely store, search, and manage their communications data, including emails, text messages, and social media interactions. This system helps businesses meet complex security, data privacy, and regulatory requirements. Smarsh differentiates itself from competitors by offering a scalable Software-as-a-Service (SaaS) model that caters to both large enterprises and smaller organizations, ensuring that clients can adapt to evolving regulations. Their goal is to help organizations efficiently manage their communication data, identify risks, and maintain compliance, particularly through tools like Connected Capture for Microsoft Teams, which supports remote workforces.

Portland, OregonHeadquarters

2001Year Founded

$42.4MTotal Funding

BUYOUTCompany Stage

Enterprise Software, Cybersecurity, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Hybrid Work Options

Stock Options

401(k) Company Match

Employee Assistance Programme

Wellness Program

Adoption Assistance

Group Income Protection

Group Life Assurance

Maternity Leave

Paternity Leave

Workplace Pension Scheme

Monthly Wellness Allowance

Company Bonus

Risks

Integration with OpenAI's API may pose compliance and security challenges.

EU's AI Act requires significant adjustments to Smarsh's AI systems.

Expansion into Latin America may expose Smarsh to regional instability.

Differentiation

Smarsh offers cloud-native, context-aware archiving solutions for regulated industries.

The company integrates with popular tools like Microsoft Teams for seamless compliance.

Smarsh serves 9 of the top 10 banks, showcasing its industry trust.

Upsides

Smarsh's global expansion includes a new office in Costa Rica for enhanced support.

Integration with OpenAI's ChatGPT API enhances Smarsh's AI compliance capabilities.

Partnership with Verizon simplifies mobile compliance procurement for Verizon's clients.

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