Technical Support Specialist

Job Description

Job Description

We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our "call to adventure" to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you'll even land a new job!

Mission

Be the guide every contractor needs when the road gets rocky. As a Technical Support Specialist at JobNimbus, you are on the front lines of our customer experience, the person who turns frustration into confidence and confusion into clarity. You will troubleshoot software issues, share best practices, and make sure every user who reaches out leaves better equipped than when they arrived. World-class support is not just a goal here, it is the standard.

What You'll Be Doing

• Handle live chats, calls, and emails with professionalism and genuine care for the customer on the other end
• Troubleshoot and resolve software issues efficiently, escalating when needed and always following through
• Become a true JobNimbus expert so you can guide customers and internal teams with confidence
• Hit your resolution targets, aiming for 18 tickets per day while maintaining quality at every step
• Contribute to process improvements by collaborating cross-functionally and sharing feedback that makes the product and experience better
• Guide users on best practices so they get the most out of JobNimbus
• Show up for the team at company events and trade shows when the time comes

What Makes You the Hero for This Job

• You communicate clearly and professionally across email, chat, and phone without missing a beat
• You are a natural problem solver who digs into issues rather than passing them along
• You are patient, empathetic, and energized by helping people, even on the hard days
• You learn fast and take product knowledge seriously because you know it is your most important tool
• You are a team player who looks for ways to make things better for everyone, not just your own queue
• You thrive in a metrics-driven environment and take ownership of your numbers

Superpowers

• Customer Obsession. Every interaction is a chance to make someone's day better. You lead with empathy, communicate with clarity, and never leave a customer hanging.
• Extreme Ownership. You own your tickets, your resolution rate, and your CSAT score. When something falls through the cracks, you are the one who notices and fixes it.
• Self Awareness. You do not just solve problems, you help prevent them. You share feedback, flag recurring issues, and collaborate to make the experience better for every customer who comes after.
• Proactive Learning. You treat JobNimbus knowledge like a superpower because it is. The deeper you know the product, the faster and better you can help.
• Team Commitment. Great support is a team sport. You share what you learn, lift up your teammates, and contribute to a culture where a 4-star rating is the floor, not the ceiling.

Your First 90 Days

In your first 30 days, you will immerse yourself in the JobNimbus platform, get trained up, and start handling live chats, calls, and emails alongside the team. By 90 days, you will be resolving tickets at or above 90% of the team average, contributing to same-day resolutions, and operating as a trusted, confident member of the support team.

Mentor

Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, celebrating birthdays, the Red Sox, and recruiting.