Sr. Technical Support Specialist II (West Coast Coverage 9a-5p PT)

Poll Everywhere is on the lookout for a Senior Technical Support Specialist II to join the Customer Support team. We are searching for a teammate who approaches problems with natural curiosity, possesses technical acumen, and embraces a growth mindset. This role is great for those who thrive on troubleshooting complex issues and can explain technical terms in a way that resonates with customers. Your main responsibility will involve assisting customers from F1000 companies and R1 Universities via phone and email while collaborating with internal teams to tackle identified bugs. If you're passionate about providing excellent support, we want to hear from you!

Our users tend to be leaders in their organizations and they reach out for help because they are preparing for a presentation that just can't go wrong. Sometimes they're nervous, and sometimes they're on a deadline. We're driven to honor this trust. Through inbound calls, emails, and occasional screen shares, our team empowers users to deliver interactive presentations that are engaging and inclusive. You will need to demonstrate a high level of technical proficiency and take ownership of customer-facing issues end-to-end, which includes advanced troubleshooting and root cause identification across various operating systems and product integrations. We anticipate that you will become highly knowledgeable about our product and capable of distinguishing between bugs and intended functionality while assisting customers. Your responsibilities will involve replicating reported bugs and coordinating with product, engineering, or QA teams to address them. Subsequently, you will communicate findings to customers to ensure clarity and resolution. Given the complexity and technical nature of our product, all members of our Customer Support Team hold senior positions.

Poll Everywhere is a 60+ person growing B2B SaaS company on a mission to make presentations more inclusive. We believe that having our product in use at more of the 17 billion meetings a year in the F1000 and R1 Universities change those organizations and classrooms through the inclusion of more voices. Our platform enables presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, we now support millions of users worldwide from educational institutions to household companies such as Google, AT&T, and Target.

• Achieve high customer satisfaction by delivering empathetic support across phone, email, and chat, resolving inquiries efficiently, and troubleshooting issues with minimal errors.
• Enhance operational efficiency by prioritizing tasks, managing a multi-channel workload, and escalating complex cases appropriately to ensure timely resolutions.
• Maintain expert product knowledge to distinguish between bugs and intended functionality, proactively communicating findings to both engineering teams and customers.
• Support managed accounts and integrations by resolving technical issues (SSO, SAML, LTI, SCIM), optimizing self-service resources, and collaborating with cross-functional teams to drive account success.
• Resolve technical issues independently with critical thinking and problem-solving skills, ensuring a high rate of first-contact resolution and consistently meeting performance metrics.
• Work autonomously with confidence, making sound decisions during periods of independent work, while consistently meeting or exceeding individual performance metrics.

• Serve as the escalation point of contact for Sr. Technical Support Specialist I teammates for Zendesk ticket reviews and customer calls.
• Mentor and train junior team members (Sr. Technical Support Specialist I), focusing on advanced troubleshooting techniques and root cause analysis.
• Own end-to-end resolution of customer issues. Follow debugging procedures to diagnose technical challenges across web, mobile, and desktop applications.
• Manage your daily Zendesk ticket queue and maintain a positive CSAT score. Work continuously to document the details of each interaction in Zendesk to easily research customer issues and identify possible trends for product improvements.
• Resolve customer inquiries effectively, including product and billing-related questions, ensuring clarity and timeliness for both new and existing customers.
• Proactively solve complex issues by taking initiative, communicating clearly (written and verbal), and collaborating effectively with peers to ensure smooth customer interactions and team alignment.
• Deliver exceptional customer resolutions across multiple channels (email, phone, chat, and screen sharing) by blending patience, wit, and adaptability in high-context-switching situations.
• Provide on-site customer support at customer conferences 1-2 times per year, which may include running presentations for the customer, assisting with setting up polls for presentations during the conference, and providing technical support
• Provide dedicated (remote) weekend email/phone support to customers during requested days and times for conferences or meetings that are not on-site
• Analyze and present customer data trends, sharing findings weekly with the Director of Customer Support to prioritize initiatives, measure individual productivity, and recommend process improvements.

• Engineering & QA - assist in quality assurance testing and bug reporting.
• Design & Product Managers - provide customer feedback to these teams from information gathered during calls/emails.
• Customer Success - assist Customer Success Managers (CSM’s) with technical calls or emails from customers; screen shares when needed; attend Support/Success team meetings.
• Finance - partner with the finance team on customer billing issues reported to support.

• Enhance customer self-service resources by creating, maintaining, and updating support articles and documentation, driving increased customer adoption and reducing ticket volume.
• Serve as a technical resource for managed accounts, supporting Customer Success Managers (CSMs) by troubleshooting and resolving complex SSO, SAML, and LTI integration issues, ensuring seamless customer experiences.
• Collaborate with engineering teams to diagnose and resolve technical issues reported by CSMs and customers, improving integration reliability and customer satisfaction.

• Single Sign-On (SSO) to enable secure authentication with customer systems.
• Learning Tools Interoperability (LTI) for exporting Poll Everywhere responses into grading and assessment tools used in higher education.
• System for Cross-domain Identity Management (SCIM) to automate user provisioning and directory syncing.

• Examples include: SSO set-up kick-off

• Live troubleshooting with customers during implementation
• Support CSMs on a call where the customer is bringing in members of their engineering team to troubleshoot an issue
• Support Sales team on customer calls related to SSO and LMS configuration
• Contribute to the Customer Success team’s prioritization discussion by participating in prioritization discussions with the Customer Success team, ensuring alignment with business goals and customer needs.
• Optimize and scale internal processes by documenting workflows and tools to ensure consistency, repeatability, and efficiency across customer support operations.
• Collaborate cross-functionally with Product, Engineering, Sales, Marketing, and Customer Success teams to support QA testing, execute special projects, and address strategic initiatives assigned by the Director of Customer Support.

• 3-5 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, technical issue resolution, and support best practices.
• 1-2 years of experience supporting integration systems (SSO, SAML, LTI, SCIM) with strong troubleshooting and problem-solving skills to support managed accounts and collaborate cross-functionally.
• You have a strong knowledge of Windows and macOS platforms to resolve complex issues. You're proficient in installing and troubleshooting software on these platforms.
• You are seen as the person on your team to solve complex escalations and share best practices to improve day-to-day operations for overall efficiency.
• You have experience communicating and problem-solving with other departments such as engineering, QA, design, sales, and marketing.
• Experience working remotely on a distributed team spread across several time zones.

• Proficiency with Zendesk, Slack, Asana, Notion, or other comparable online support and collaboration tools.
• Experience using Poll Everywhere
• Experience working with Learning Management Systems (LMS)

Our users come from all kinds of communities, and so do PollEvians. We want to work with great people from a wide variety of backgrounds who put a lot of care and pride into their work. We're committed to providing you with opportunities to learn, and we’re looking to hire people with good judgment. If you don’t meet 100% of the above qualifications or check off all the boxes, you should still seriously consider applying. An important part of our interview process is understanding why this position and our mission particularly resonated with you.