Technical Support Specialist
Technical Support Specialist
Technical Support Specialist
Kajabi
Kajabi, a leading creator commerce platform based in Newport Beach, California, is seeking a Support Specialist to join their Customer Experience team. The role focuses on providing high-quality support to customers, known as Heroes, by delivering timely and empathetic responses, troubleshooting technical issues, and collaborating with various teams to enhance the platform.
Qualification
- 2+ years of support or technical customer-facing experience.
- Strong technical acumen.
- Ability to thrive in a dynamic environment.
- Excellent problem-solving skills.
- Passion for helping creators and entrepreneurs succeed on the platform.
Responsibility
- Deliver timely, accurate, and empathetic responses to customers via chat, email, and other support channels.
- Maintain high-quality communication with clear troubleshooting steps and actionable guidance.
- Demonstrate ownership by following cases to resolution and ensuring a positive customer experience.
- Diagnose and resolve issues related to site setup, integrations, automations, payments, video hosting, and other platform features.
- Translate complex technical concepts into easy-to-understand explanations.
- Escalate technical issues appropriately while ensuring customers feel supported throughout the process.
- Develop deep expertise across the Kajabi platform and stay current as new features are released.
- Collaborate with Product, Engineering, and Customer Experience teams to share insights, flag trends, and recommend improvements.
