Technical Support Specialist

As a Technical Support Specialist at Postscript, your primary responsibilities will include troubleshooting customer inquiries related to our product and the Shopify ecosystem, testing product functionality, and providing technical guidance. You'll work closely with the support team and Engineering to identify and resolve complex issues, ensuring customers have a great experience with our SMS marketing platform.

To excel as a Technical Support Specialist at Postscript, you should have at least 3 years of experience in a customer-facing technical support role. Familiarity with front and backend code, SQL, and API troubleshooting is required, while a general understanding of SMS technologies is preferred. Strong communication skills, along with a passion for customer experience, are essential to thrive in this role.

At Postscript, the Technical Support Specialist role offers tremendous growth potential. We encourage our employees to develop their technical expertise with support from management and experienced mentors. Many TSS members advance to higher positions within our customer experience and engineering teams, making significant contributions to the company and their careers.

Postscript supports the ongoing development of Technical Support Specialists by providing access to training, mentoring from experienced colleagues, and opportunities to build internal partnerships. Our positive and collaborative environment enables TSS employees to refine their skills, foster teamwork, and engage in continuous learning to better serve our customers.

Yes! The Technical Support Specialist position at Postscript is fully remote. We are committed to creating a flexible and inclusive work environment that empowers our team members to work from wherever they are most comfortable and productive.

When answering this question, highlight your passion for customer service and technology. Mention specific aspects of Postscript's mission or platform that resonate with you and how they align with your career goals.

Provide concrete examples of previous troubleshooting experiences. Highlight any relevant skills you have, such as familiarity with SQL and code analysis. Showcase your ability to resolve technical issues efficiently to emphasize your problem-solving proficiency.

Explain your approach to prioritizing issues based on customer impact and urgency. You could discuss using a ticketing system or your methods for communication and collaboration with team members for efficient issue resolution.

Detail your experience with Shopify, including knowledge of its features and integrations. If you’ve supported customers using Shopify or interacted with their platform, give specific examples illustrating your familiarity.

Share a strategy focused on empathy, active listening, and clear communication. Discuss a past experience where you successfully resolved a challenging customer situation, showcasing your patience and problem-solving skills.

Talk about the importance of asking clarifying questions, active listening, and summarizing your understanding back to the customer to confirm accuracy. This demonstrates your commitment to clear communication.

Discuss your methods for staying informed about industry trends, such as following relevant blogs, attending webinars, and participating in online communities, which helps you deliver informed support to customers.

Provide a specific example of a time when you collaborated with colleagues to address a technical issue. Highlight the communication strategies you employed and the successful outcome of your cooperation.

If applicable, discuss any direct experience you have with SMS marketing platforms and their technical aspects. If you're not as knowledgeable, express your enthusiasm for learning about SMS technologies and how they impact customer interactions.

Share qualities such as your technical proficiency, dedication to customer satisfaction, and ability to work remotely effectively. Highlight your eagerness to grow and contribute to Postscript’s success and culture.