- Junior
Are you a customer support enthusiast who thrives on solving complex technical puzzles? Heard is seeking a detail-oriented Technical Support Specialist to serve as the technical backbone of our Customer Experience team.
As a Technical Support Specialist, you'll bridge the gap between our customers and our product, providing both frontline customer support and specialized technical troubleshooting. You'll handle day-to-day customer inquiries while also taking ownership of complex technical issues that require deep expertise. You'll take ownership of complex problems, breaking them down methodically until they're either resolved or thoroughly documented for our Product and Engineering teams to address.
Beyond resolving individual tickets, you'll curate and manage our bug tracking and feature request pipeline. Attention to detail and clear communication are essential as you transform customer feedback into meaningful, actionable bugs or feature requests. Your mastery of our product will make you an invaluable resource not just to customers, but to teammates across the organization.
When not actively resolving Technical Support tickets, you'll supplement frontline customer support and contribute to documentation development, internal process optimization, QA testing for new features, and training preparation—all focused on elevating the customer experience.
Are you a customer support enthusiast who thrives on solving complex technical puzzles? Heard is seeking a detail-oriented Technical Support Specialist to serve as the technical backbone of our Customer Experience team.As a Technical Support Specialist, you'll bridge the gap between our customers and our product, providing both frontline customer support and specialized technical troubleshooting. You'll handle day-to-day customer inquiries while also taking ownership of complex technical issues that require deep expertise. You'll take ownership of complex problems, breaking them down methodically until they're either resolved or thoroughly documented for our Product and Engineering teams to address.Beyond resolving individual tickets, you'll curate and manage our bug tracking and feature request pipeline. Attention to detail and clear communication are essential as you transform customer feedback into meaningful, actionable bugs or feature requests. Your mastery of our product will make you an invaluable resource not just to customers, but to teammates across the organization.When not actively resolving Technical Support tickets, you'll supplement frontline customer support and contribute to documentation development, internal process optimization, QA testing for new features, and training preparation—all focused on elevating the customer experience.
Compensation is variable and is subject to a candidate’s personal qualifications and expectations. Heard is an equal opportunity employer. We aim to build a workforce of individuals from different backgrounds, with different abilities, identities, and mindsets. Even if you do not meet all of the qualifications listed above, we encourage you to apply! Heard participates in the U.S. Department of Homeland Security’s E-Verify program to confirm the employment eligibility of all newly hired employees. For more information please check out E-Verify
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