Technical Support Specialist
Why join Hi Marley?
Hi Marley is the only digital communications platform built for insurance. With our innovative SaaS application, we are on a mission to transform the insurance industry one conversation at a time - and we are having fun and learning along the way! We celebrate each other's victories in and outside of work, respect each other as individuals and professionals and value ideas over hierarchy. Hi Marley promotes a culture of continuous learning, by always seeking ways to be better for ourselves, our team and our customers.
We are growing rapidly and looking for a Technical Support Specialist to join our Customer Support team. You will be responsible for fielding, troubleshooting and triaging enterprise customer issues. The ideal candidate will be someone who can flourish in a customer facing role but also possesses technical expertise.
The Hi Marley Customer Support team seeks to be friendly, reliable product experts who our customers can count on with their highest priority issues.
What You'll Do:
- Respond to support requests via multiple channels while following documented processes
- Troubleshoot/solve complex issues & escalate to engineering team with the technical details needed to reproduce and address issues
- Research, verify, and document product defects
- Reduce support tickets and resolution times via process improvements
- Assist in the fundamental development and maintenance of knowledge base quality
- Learn from & interface with engineering in order to handle current lightweight engineering tasks
- Read error logs and monitor health of customer systems
- Database querying
What We're Looking For:
- 1-2 years’ of customer facing experience
- Strong creative problem-solving skills
- System-level monitoring experience
- Excellent verbal and written communication skills and fluency in English
- Comfort in a startup environment – we move quickly and wear many hats in a dynamic environment
Preferred
- Incident management software experience (Zendesk, ServiceNow, etc)
- Reporting/data analysis skills
- Experience with Okta or Twilio
- QA experience
- SQL & Database (querying) experience
Who We Are:
Hi Marley has six permission to play values (Integrity, Inclusive, Compassion, Respect, Gratitude, Coachable) and three core values that are the foundation of our company culture, which every employee embodies:
- Max Courage - we encourage our team, our customers, and their customers to dream big, try new ideas and maximize impact by measuring risk.
- Be Humble – we lead with appreciation and promote a culture of humility, compassion and openness to learn from anyone, anywhere.
- Ubuntu “I am because we are” - we believe true success is much bigger than any single individual or company. By aligning our individual aims behind a shared purpose we can achieve our fullest potential, together.
What We Offer:
Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better. On top of an exciting, supportive and intellectually challenging workplace, we are offering
- A fun, lively startup culture
- Core values-based leadership
- A culture of employee engagement, diversity and inclusion
- Full benefits package including parental leave, a matching 401k program, and medical, dental, vision, disability, and life insurance.
- Open vacation policy - we all work hard and take time for ourselves when we need it
- Competitive salary and generous stock options - we all get to own a piece of what we’re building
- Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup
Hi Marley is proud to be an equal employment opportunity employer. We celebrate diversity and do not discriminate based on gender, sexual orientation, gender identity, religion, race, veteran status, disability status, or any other characteristic protected by applicable law. We are committed to building an inclusive work environment representing a variety of backgrounds, perspectives, and skills, where all employees are encouraged to be their authentic selves.
Hi Marley participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please review the documents under "E-Verify Poster" here: https://e-verify.uscis.gov/web/OnlineResources.aspx