Technical Support Specialist
Job Summary
As the first technical voice for customers, the full-time Technical Support Specialist will resolve tickets related to Lob's direct mail API and dashboard, troubleshoot issues, and create self-service resources, all while working remotely.
Key responsibilities
- Respond to and resolve customer tickets in Zendesk within SLA, adjusting detail based on customer plans
- Troubleshoot API errors, webhook delivery issues, and HTML template rendering problems using various tools
- Research and escalate complex cases to appropriate teams while maintaining organized ticket management
Required qualifications
- 1-2 years of experience in customer support or technical support, preferably in a B2B SaaS or API company
- Comfort with reading JSON, HTTP status codes, and basic API documentation
- Familiarity with help desk software like Zendesk, and tools such as Postman or browser developer tools
- Background in building customer relationships and managing support cases effectively
- Ability to multitask and thrive under tight deadlines in a diverse team environment
Complete Job Description
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