Technical Support Specialist

Fiverr Enterprise offers a SaaS platform that makes it easy for companies to work with freelancers from all aspects (sourcing, onboarding, tracking, payments, and compliance), so your teams can focus on getting things done. It gives businesses complete control over the hiring, management, payment and compliance processes of their freelance workforce,

We help tech companies and agencies increase their productivity by enabling them to tap into the world's most flexible workforce - the booming freelance economy - without the hassle and headaches that come with it.

Fiverr Enterprise is seeking a skilled and customer-oriented Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to our customers, recommending and ensuring prompt and effective resolution of their technical issues, and guiding product users and talents through features and functionalities. In addition, you will assist our customer-facing teams with operation daily and weekly tasks.This is a hybrid role

Must be able to commute to our downtown Orlando office - 3 days a week

3 days in office - 2 remote

• At least 3 years of experience in a Technical Support role or similar customer-facing position.
• Proven experience in customer service in a technical or IT environment
• Strong technical aptitude and ability to quickly learn and understand new technologies
• Excellent written and verbal communication skills with the ability to convey technical concepts to non-technical users.
• Ability to prioritize, multitask, work independently, collaboratively, and adapt to a fast-moving environment.
• Familiarity with ticketing systems and customer relationship management (CRM) tools.
• Attention to detail and strong organizational skills.
• Bachelor's degree in a relevant field (Information Technology, Information Systems, etc.).
• Strong Excel
• Passion for technology and desire to solve problems.

Preferred Qualifications:

• Experience using Zendesk and Intercom softwares, and other remote support tools.
• SQL experience.

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• Provide timely and effective technical assistance to (SMB to Enterprise) customers via email and chat
• Assist with first-level and second-support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution.
• Identify, troubleshoot, and resolve technical problems reported by customers, escalating complex issues to higher-level support teams when necessary (R&D or Customer Success, or Product).
• Communicate effectively with internal stakeholders to advocate for Customers needs
• Maintain a detailed understanding of products and services
• Be the first point of escalation for support-related issues raised
• Collaborate with different teams in the company, such as Customer Success, Product, R&D, and Finance.
• Guide customers through troubleshooting steps, offering clear and concise instructions.
• Document and track customer issues and resolutions in a ticketing system.
• Contribute to the development and improvement of technical support processes and knowledge base articles.
• Provide exceptional customer service, ensuring customer satisfaction with each interaction.

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.