September 4, 2024

Smartsheet

San Juan

Technical Support Specialist

Smartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We're revolutionaries – so for us changing the way the world works is all in a day's work.

Energized by solving problems and providing outstanding support? There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.
At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.
You Will:

Support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Smartsheet products
Be the face of Smartsheet Support, driving a positive customer journey
Connect with our Customers, recognizing their individual requirements, partnering to resolve their challenges and instilling confidence in our support and product
Deliver Enterprise level service by complying to your individual performance metrics on speed, resolution and accuracy
Follow all processes and procedures, highlighting areas where they could be improved upon
Develop depth of knowledge on applications to support our Customers
Give and receive thoughtful feedback on team processes, peers, and leadership
Aim to consistently achieve performance goals in areas like customer satisfaction, quality assurance, and attendance
You will become call certified through shadowing, mentorship and practice, develop sufficient knowledge to support our Customers via phone and Webform submissions, making outbound calls and taking inbound calls supporting Core App challenges
Perform other duties as assigned

You Have:

Excellent command of English both written and spoken (B2+ over)
Excellent Customer Service skills, both written and over the phone
Experience in Customer Service roles supporting customers from different backgrounds and locations
Technical support experience in a Saa S environment
Flexibility in your working hours as this position will require work outside of standard business hours

Perks & Benefits:

Fully paid Health & Life insurance for full-time employees and family members
Equity - Restricted Stock Units (RSUs) for eligible roles
Monthly stipend to support your work and productivity
Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role specific)

Get to Know Us:
At Smartsheet, we've created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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