Technical Support Specialist en Channeltivity

Description

Channeltivity is looking for a Technical Support Specialist who enjoys working directly with customers, solving problems, and figuring out how systems work.

Many customer questions require more than a quick answer, they require understanding what the customer is trying to accomplish, investigating how the platform behaves, and identifying the best solution.

This role involves frequent interaction with customers to help them understand how to use the platform, troubleshoot issues, and determine the best way to accomplish their goals within Channeltivity. Customers often reach out with questions about how to configure workflows or why something is behaving a certain way.

The ideal candidate is someone who is comfortable talking with customers while also being curious about how systems work. You should be comfortable asking questions, digging into issues, and investigating problems until you understand what’s really happening at the root of their request.

This role includes technically complex areas of the platform: integrations with CRMs, API questions, and Single Sign-On(SSO) configuration and troubleshooting. You don't need prior hands-on experience with all of these, but you should be the kind of person who finds that stuff interesting rather than intimidating.

Responsibilities

Customer Support & Guidance

• Respond to customer questions about how to use and configure Channeltivity
• Communicate with customers via Microsoft Teams calls and email to understand their questions and guide them toward effective solutions
• Help customers determine the best way to structure workflows and processes within the platform
• Clearly explain platform functionality and configuration options

Troubleshooting & Investigation

• Investigate situations where the platform may not be behaving as expected
• Reproduce customer scenarios to identify the root cause of issues
• Determine whether problems are caused by configuration, misunderstanding of functionality, or a bug
• Document findings and escalate confirmed issues when necessary

Technical Troubleshooting & Setup

• Assist with troubleshooting integrations with external systems such as CRMs
• Help diagnose issues related to APIs or system integrations
• Support configuration and troubleshooting of Single Sign-On (SSO) implementations
• Work with internal teams when deeper technical investigation is required

Implementation Support

• Assist with configuration and administrative tasks during customer implementations
• Help configure workflows, forms, and platform settings
• Support internal implementation leads as needed

What Makes Someone Successful in This Role

Enjoys working with people 

You communicate clearly and comfortably with customers and are someone people enjoy talking to. Natural rapport building. Meets people where they are and moves them to solutions that are right for them in the long term.

Comfortable thinking through problems out loud with customers 

You’re comfortable jumping on a call, asking questions, and working through a problem step-by-step until the issue is understood. Facilitation skills are a must.

Curious and investigative 

You enjoy figuring out how things work and digging into problems to understand the root cause. You are a natural learner and continually build your skills.

A thoughtful problem solver 

You ask questions to understand what a customer is really trying to accomplish before proposing solutions.

Technically minded 

You are interested in learning how systems interact and are comfortable exploring technical topics such as integrations, APIs, and authentication.

Independent and resourceful 

You research and investigate issues before escalating them.

Requirements

Strong candidates typically have 1–4 years of experience in roles such as:

• Technical support in a SaaS environment
• Enterprise Product or platform support
• Customer-facing technical roles
• Working with product teams to improve the product

Helpful experience includes:

• Supporting business software platforms
• Troubleshooting configuration-based systems
• Communicating with customers via video calls and email

Bonus experience:

• CRM systems (Salesforce, HubSpot, etc.)
• APIs or software integrations
• Single Sign-On (SSO) systems

Benefits

We invest meaningfully in our team’s well-being. Our benefits include:

• Generous company-paid medical insurance premiums
• Optional vision, dental, and disability coverage
• Three weeks of paid time off plus company holidays
• Participation in a 401(k)-retirement savings program