Technical Support Associate

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steercom - Key Message. Delivered.

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B2B • Enterprise • Productivity

steercom is a company that specializes in helping individuals and organizations to communicate complex ideas more effectively. They use the Pyramid Principle as a core methodology to structure thoughts and deliver key messages in both verbal and written forms. steercom provides various tools and services such as the Pyramid Builder, Pyramid Visualizer, and Pyramid Speaker to enhance presentation skills and communication strategies. They offer programs and coaching focused on customer obsession, sales excellence, and effective negotiation, targeting executives and leaders who need to convey their ideas clearly and compellingly. Their team comprises experienced coaches with backgrounds in strategy consulting and management.

2 - 10 employees

🤝 B2B

🏢 Enterprise

⚡ Productivity

📋 Description

• Own technical support for customers • Be the point of contact for customers, ensuring all phases of their experiences are resolved quickly and effectively. • Own Level 1 support resolutions. • Own Level 2+ ticket creation and internal triage. • Set up, transfer, troubleshoot phone number ownership. • Maintain data connection stability. • Own product retraining • Maintain up-to-date documentation on procedures and solutions. • Provide feedback internally on user experience, improvements or feature requests. • Evaluate system potential through assessing compatibility of new programs with existing programs. • Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common • Implement scheduling tools and CRM. This includes integration, configuration, training and enablement. • Troubleshoot technical issues and coordinate timely updates to live configurations as needed • Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless service experience

🎯 Requirements

• 2+ years of experience in technical support, onboarding, implementation, or progressive customer service, ideally in a SaaS or digital tools environment. • Experience troubleshooting, testing, and training customers across multiple products or features. • Experience owning support targets such as ticket completion, response times, or resolution metrics. • Experience configuring or managing a client-facing product or tool, such as a templated platform, dashboard, or embedded experience. • Experience using a CRM, preferably HubSpot or Salesforce.

🏖️ Benefits

• 100% remote work envioronment • Medical, Dental and Vision insurance within 30 days • 100% employer-paid medical insurance • Equity package • Flexible PTO with 15 days minimum • Generous Parental Leave • FSA and HSA options • 401(k) • Learning Stipend • WFH Equipment • Chance to work with the latest technology • A collaborative, high ownership culture • Opportunities for development and career growth