[Hiring] Technical Support Lead at Truv

January 23, 2024

Job Overview

  • Date Posted
    January 23, 2024
  • Location
  • Expiration date
    --
  • Experience
    5 Years plus
  • Gender
    Both
  • hiringOrganization

    Truv

Job Description

The work we’re doing:

Truv empowers financial firms to underwrite with confidence. We believe that discerning fact from fiction about an applicant’s employment and income shouldn’t be a process that takes days, dozens of phone calls, or hidden behind black boxes. Truv provides a frictionless and secure infrastructure that connects financial institutions and background screeners to 45+ payroll providers that house the data of 120M+ US workers. And consumers benefit from faster turnarounds and greater financial opportunities.

The community we’re creating:

We’re an experienced team of thinkers, innovators, and entrepreneurs solving some big problems. And we’re looking for bold leaders to join us. Our remote-first distributed team hails from Bay Area, Miami and Toronto. We believe in creating a community where everyone belongs and thrives, regardless of location. So, if you’re excited about using cutting-edge technology and working alongside colleagues who’ve built groundbreaking products at Apple, Uber, Facebook, Carta, Venmo, Telegram, and Plaid—hop on.

The values you possess:

Our values are the specific behaviors and skills that we care most about. The more these values sound like you and the people you want to work with, the more likely you’ll thrive at Truv.
· Bias for action – move fast and get things done.
· Customer obsession – we start with making the customer happy and work backward.
· Good judgment – make wise decisions despite ambiguity.
· Focus on impact – solve important problems first.
· Transparent and direct – informed people make better decisions.
· Win as a team – we win and lose (rarely) as a team.

· Continuous improvement – all improvements matter because they compound exponentially.

About the job

A customer centric mindset is part of every decision we make – we’re looking for a Technical Support Specialist to join and help us build the best customer support experience.

What you’ll do

    • Triage customer support tickets and manage towards SLA, CSAT, Time to Resolution (TTR)
    • Partner with product team to drive satisfactory resolution of customer escalations
    • Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
    • Maintain and improve help center to reduce number of tickets
    • Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback

What would set you up for success

    • 5+ years of technical support and service management experience;
    • 2+ years of working at an early-stage organization (<100 people)
    • 2+ years of working with Zendesk, including admin function
    • Background in technical support of API-driven products
    • Strong analytical and problem-solving skills
    • Strong technical aptitude and excellent communication skills

Benefits we offer

    • Fully-remote company.
    • Equity options.
    • Flexible Time Off.
    • Employees’ medical, dental & vision benefits covered at 100%
    • 401(k).