Technical Customer Support Representative

Technical Customer Support Representative

The primary focus of the Technical Customer Support Representative role is to provide world-class technical support to GenLogs' day-to-day users. As a Technical CSR, you will have a direct impact on the customer experience and are vital to custom adoption of our data/software. You will serve as the initial point of contact for all technical questions, primarily via email and secondarily via Google Meet as necessary.

What You'll Do

• Develop a deep understanding and expertise of our platform, data, APIs, and customer base
• Manage ongoing CRUD within backend customer/user database to ensure proper permissions and access
• Respond to technical user questions and issues with urgency, clarity, and empathy via email/chat. For particularly complex issues, meet with customer technical teams via Google Meet
• Troubleshoot and resolve technical issues by guiding them through workflows and identifying user errors vs. product bugs
• Document and take detailed notes in our support ticketing system.
• Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Collaborate with Engineering and Integrations teams to translate user feedback into scalable solutions
• Assist Customer Success Managers in day to day technical support of users. This may include user onboarding, training, and ongoing office hours to user success

Qualifications

• 3+ years experience in IT or technical user support
• Strong verbal and written communication skills, with the confidence to troubleshoot issues directly with users over the phone
• High ownership and follow-through in driving issues to resolution
• Strong understanding of APIs, webhooks, and relational databases
• SQL experience required
• B2B SaaS experience preferred but not required
• Transportation or Insurance experience preferred but not required

Benefits

Healthcare

• Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
• Employer contribution towards premiums of optional higher-end plans

Time Off

• Unlimited PTO
• Sick leave
• Company holidays (GenLogs observes all federal US Government holidays)
• Flexible leave for caregiving and medical needs

Family Support

• Paid parental leave

Professional Development

• Budget availability for approved professional development courses, certifications, and training

Travel Support

• 100% travel reimbursement for all approved company travel and spending

Retirement Savings

• 401(k) plan