Technical Support Specialist

May 2

OpenWeb

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It’s time for healthy conversations online.

Content Distribution • Publishers • Online Communities • Comments • Audience Engagement

201 - 500

Description

• Act as the technical support expert for our digital publisher partners that have questions or technical issues with OpenWeb's products and provide solutions and support via email, chat, and video sessions • Quarterback product issues from reception through resolution by liaising with internal company teams while also setting expectations with our enterprise partners • Manage company's support front-end ticketing system for incoming issue management, review product front-end code (HTML, CSS, JS) and share critical escalations with product development teams in JIRA • Analyze technical trends, recommend product and documentation enhancements, and actively contribute to our online community and knowledge base for current FAQ's and solutions

Requirements

• Strong CSS + HTML skills with the ability to work independently and build projects using JS + React • Prior experience troubleshooting web-based SaaS software and debug familiarity within modern web browsers such as IE, Chrome, Firefox and Safari • Understanding of internet technologies including CDN and REST API's • Experience using ticketing and related troubleshooting software such as ZenDesk, JIRA, Salesforce, etc. • Excellent and professional written/verbal communication and partner relationship management skills • BS degree in MIS, Computer Science, or a related field is preferred, but not required

Benefits

• Company Stock Options - we believe that every employee should benefit from the company's success, as we all contribute to it. Hence, we offer stock options to all our employees and continue to reward with more stock options over time. • Unlimited PTO • 401K matching up to 4% • Generous health benefits: Medical, Dental, and Vision - for employees and their dependents • $100 monthly phone stipend • Insurance policies covered by the company: Short term Disability (STD), Long Term Disability (LTD), Life insurance, AD&D insurance • A collaborative work environment working in a hybrid model from our brand new office in SoHo, NYC