Technical Support Specialist / Operations Support III

Job Title: Technical Support Specialist / Operations Support III
Location: 100% Remote - West Coast as role required PST hours
Duration: 12 months - with possible extension
  
Job Description

Top 5 Skills/Requirements:
1. Experience with Onboarding Users into SaaS Platforms: Candidates should have at least 5 years of experience in technical support, customer service, or account management, specifically with onboarding users onto SaaS platforms. This experience is essential for ensuring smooth adoption and effective use of our technology.
2. Strong Technical and Troubleshooting Skills: Required solid background in troubleshooting software used for purchasing products, web pages, and Android/iOS apps, along with experience in support ticket management systems like Zendesk or Salesforce. This technical expertise is vital for resolving complex issues efficiently.
3. Exceptional Communication and Customer Service Skills: Strong written and verbal communication skills are crucial. Candidates must effectively interpret and communicate technical information to users of varying technical skill levels and maintain high customer satisfaction.
4. Startup Experience: Candidates should possess a proactive and results-driven mindset, typical of startup environments. Comfort with rapid changes, ambiguity, and high levels of autonomy is necessary.
5. Proven Ability to Collaborate Across Functions: Must be able to work with cross-functional teams to identify and resolve customer pain points and improve the customer experience through continuous feedback and adaptation.
  
Required Experience & Qualifications:

• Bachelor’s degree required.
• Minimum 5+ years of experience in technical support, customer service, or account management, preferably in a startup or SaaS-focused company.
• Demonstrable experience in user onboarding, managing accounts, and providing education on software platforms.
• Familiarity with troubleshooting and escalating issues within technical support structures.
• Proficiency with Zendesk, Salesforce, JIRA or similar support ticket management systems

 Role Description:
The medical aesthetics business is ripe for rapid growth and disruption, and we are looking for an experienced Technical Product Support Specialist to join our high-performing team at Allergan Data Labs. Our innovative technology platform, All?, serves millions of consumers and numerous aesthetics providers across the US. In this role, you will provide premium service to our customers, manage accounts, conduct technical onboarding, and ensure users maximize the benefits of our SaaS platform.

Responsibilities:

• Provide exceptional white glove service through various channels such as email, phone, and chat.
• Manage accounts and perform technical onboarding to ensure successful adoption of our SaaS platform.
• Educate users to maximize their utilization of platform features, supporting the success of their business.
• Troubleshoot technical issues and escalate them as necessary to Technical Product Support Engineers.
• Work collaboratively with cross-functional teams to address customer issues and enhance the customer experience.
• Continuously improve support procedures, policies, and documentation.
• Enhance the knowledge base in collaboration with Technical Writers.
• Become a subject matter expert in All? For Business personas.
• Document interactions, inquiries, complaints, comments, and actions taken.

 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $32.00/hr.