Technical Support Representative I

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Technical Support Representative

Smarsh empowers its customers to manage the risk and unleash the intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels, before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Smarsh is seeking a Technical Support Representative to join our Client Services team. This role offers the chance to work in a collaborative and curious open environment where you are given the opportunity to innovate and grow. The Technical Support team is closely aligned with providing excellent client service, supporting each other, and enjoying the challenge of solving various technology problems. We believe job satisfaction comes from being able to do what you love while working with other talented people, and not forgetting to have fun along the way.

Interactions can range from an end user having trouble with their password to the CEO of a multi-national corporation requesting a critical data report to answer a timely litigation case. Teamwork is imperative in handling the wide range of situations we can encounter—we are lively, collaborative, and work in a fast pace environment. The most successful team members serve as an advocate to our clients by evaluating and dynamically prioritizing to make sure the most critical actions get addressed appropriately.

This is a fantastic opportunity for someone to join a growing company that has a mind to continuing to develop and grow their employees. Please note, this role requires US citizenship. 

• Providing world class client support to our numerous software solutions, including; SaaS and On-prem solutions
• Provide technical support for mobile applications
• Act as a client liaison handling phone and email support requests where you become an advocate for the resolution of client issues
• Work closely with other departments in resolving issues and fulfilling all client requests, regardless of the nature
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems
• Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
• Write or revise user training documents and procedures
• Answer, evaluate, and prioritize incoming telephone and e-mail requests for assistance from clients experiencing problems with software, networking, and other related technologies.

• Patience and the desire and ability to go above and beyond for the cause
• Experience in a fast paced call center environment
• Experience in networking and cyber security
• Ability to multi-task in sometimes stressful environment
• Willingness to learn and adapt to new technologies
• Ability to work independently within a team
• Excellent communication skills both written and verbal
• Prior experience providing IT and excellent customer service over the phone
• Work well under pressure
• Background check required
• Shift Options include days (including early morning hours), nights, and weekends

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.