Technical Support - job 1 of 2

As a Technical Support member at Assembled, your primary responsibilities include creating delightful customer experiences, building strong relationships, learning the intricacies of our platform, resolving complex issues, and representing our customers’ needs to improve the product. You will also have the opportunity to develop internal processes that enhance how we operate and scale our support offerings.

To excel in the Technical Support position at Assembled, candidates should possess strong technical skills and problem-solving abilities, ideally with knowledge in SQL, JavaScript, and HTML. You should be detail-oriented, a strong communicator, and have the perseverance to overcome challenges. A collaborative spirit and a commitment to customer satisfaction will also serve you well in this role.

At Assembled, we value professional growth and support it through monthly credits that can be allocated toward development opportunities. Whether it's attending workshops, engaging in wellness activities, or working closely with customers, we encourage our Technical Support team to pursue learning avenues that align with their career goals.

As a Technical Support team member at Assembled, you will work from 9 am to 6 pm PT and may participate in weekend on-call rotations. This ensures that our customers receive consistent and reliable support whenever they need it. Flexibility and dependability are key attributes we seek in this role.

The estimated base salary range for a Technical Support position at Assembled is between $80,000 and $115,000 per year. Salary may vary depending on location, skills, and experience, along with additional compensation options, including stock options and a comprehensive benefits package.

When troubleshooting a complex technical issue, I start by gathering as much context as possible from the customer to understand their perspective. I use a systematic approach to identify possible causes, testing each hypothesis methodically. Collaboration with engineering teams is essential, as they can help pinpoint the root of complicated issues, and I stay communicative to keep customers informed of our progress.

Absolutely! In a previous role, I encountered a frustrated customer who had an urgent issue with our product. I actively listened to their concerns, reassured them that I was there to help, and quickly gathered the necessary details. I collaborated with the technical team to resolve the issue and kept the customer updated throughout the process. In the end, they expressed gratitude, and I was able to turn the situation into a positive experience.

To ensure effective communication with customers, I prioritize clarity and empathy in every interaction. I strive to tailor my communication style to suit the customer’s background and technical expertise. Using concise language and visual aids are techniques I find particularly helpful, and I always encourage questions to confirm understanding and build trust.

To maintain motivation during challenging situations, I remind myself of the larger goal: helping customers succeed. I find it beneficial to focus on the progress made towards resolution, even small steps. Additionally, seeking support from colleagues and celebrating successes, no matter how minor, can provide the lift needed to keep pushing forward.

I view feedback and criticism from customers as excellent learning opportunities. I listen actively and avoid being defensive, regardless of the critique’s nature. I take notes, ask follow-up questions if necessary, and assure them their input is valuable. Afterward, I evaluate the feedback and implement improvements where applicable to enhance future interactions.

To stay updated on product knowledge, I engage with internal documentation, participate in training sessions, and follow industry trends. Subscribing to relevant forums and connecting with product teams also helps me gain insights into changes and upcoming features, ensuring customers receive the best support possible.

Absolutely! In a previous support role, I often faced situations with multiple urgent requests. I assessed each ticket based on urgency and customer impact, addressing the most critical issues first. I communicated expected resolution times to all customers, so they felt informed and considered. This strategy not only helped prioritize effectively but also enhanced customer satisfaction.

Representing the voice of the customer at Assembled involves actively gathering feedback and insights to advocate for customer needs. I would engage with customers regularly, conduct surveys, and analyze support interactions to identify patterns. Additionally, I would collaborate closely with the product team to ensure that customer feedback shapes future product decisions.

If I encountered a technical issue beyond my skill set, I wouldn’t hesitate to seek assistance. Collaborating with colleagues or reaching out to engineering would be my immediate step. I believe in leveraging team knowledge and skills to provide the best solutions to customers, while also taking that opportunity to learn and expand my own understanding.

I want to work in Technical Support at Assembled because I am passionate about helping customers succeed and thrive with technology. The opportunity to be part of a founding team committed to redefining customer support is incredibly exciting. I admire Assembled’s dedication to customer-centric innovation and want to contribute my skills to help shape a culture of excellent support.