Technical Support Specialist at PagerDuty
Atlanta, GA, US
At PagerDuty, we believe that people do their best in a culture that fosters inclusion, innovation, and success. Our values - Community, Growth, Passion, Team and Trust - serve as the foundation of our collaborative and dynamic culture. Whether it’s conducting a retrospective, participating in our monthly Hackdays, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.  
 
PagerDuty is looking for Technical Support professionals to help our users when they come in contact with our support team. Your responsibilities will include technical support, billing, and some occasional sales inquiries as well. We pride ourselves in providing amazing support to our rapidly growing customer base.
 
We strive to be very responsive and to go above and beyond for our customers. We measure our customer support success in terms of how responsive we are and how many expressions of love we get from customers. You’ll play a crucial role in maintaining our friendly and personal rapport with our customers, even while the company scales in size.
 
This is an excellent opportunity for an upbeat, motivated, and organized individual to kick off with a fast-growing and well-funded organization. 

How You Impact Our Vision

    • Taking all first line calls from customers and identifying initial issues
    • Successfully resolving customer emails and phone requests through the use of varied ticketing, content and task management tools
    • Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4
    • Improving our documentation and support.pagerduty.com by adding to our processes and documentation with your own suggestions and efficiencies
    • Running some billing and sales related requests
    • Leading tickets from high priority customers on an on-call basis

About You

    • A bachelors degree in Computer Science, Engineering or a related field
    • Excellent written communication, work ethic and attention to details skills
    • Experience handling customer issues through a ticketing solutions (such as Zendesk)
    • Hands on experience in a tech support capacity, supporting customers using an Enterprise Software or SaaS Solution
    • Prior experience taking calls directly from customers in a technical support capacity
    • Be willing to work specific hours to provide SLA time-based coverage to our customers (for example 8 am - 5 pm, 9 am - 6 pm)
    • The ability to write about technical subjects clearly and in a non-boring style
    • The enthusiasm and perseverance to handle customer support and billing requests over the phone
    • Have any technical experience with coding, linux, desktop support or HTML