Job Details
MentorcliQ is looking for a Technical Support Specialist to help manage the MentorcliQ support desk. The successful candidate will be responsible for providing technical support to MentorcliQ clients related to the MentorcliQ software, using our ticketing system and support processes. Your goal is to ensure that clients are maximizing the value of MentorcliQ s software by supporting administrators in managing healthy mentoring programs and delivering an extraordinary experience for every client contact. In this role, you will have a direct impact on ensuring client satisfaction and helping program administrators achieve their mentoring goals.
What You ll Do
- Serve as the first point of contact for end-users seeking assistance, primarily via email
- Work with end-users, program administrators, and internal MentorcliQ employees to troubleshoot and resolve incoming queries and/or direct them to relevant parties
- Support program administrators with relaunching programs
- Submit, manage, and follow up on Jira tickets for client requests
- Work across teams at MentorcliQ to determine the best solution or seek input and further support where needed
- Identify trends from the incoming queries to help improve and guide our software and best practices
- Other duties as assigned within the Tech Ops team
Who You Are
The ideal Technical Support Specialist is someone who exemplifies MentorcliQ s values and brings their Ambitious, Thoughtful, Helpful, and Fun nature to work every day and in every customer interaction. You ll also bring:
- 1 to 3+ years of mid-market/enterprise SaaS software implementation, project management, technical support, customer success, or similar role
- Outstanding time and task management skills, with the ability to manage multiple projects and competing priorities at all times
- Experience working within a customer service function, or evidence of excellent customer service ethic
- Ability to build and maintain strong relationships with external and internal customers at varying levels within an organization
- Highly diligent with strong attention to detail
- Eagerness to learn, grow and contribute to the overall success of your team and MentorcliQ
- Excellent oral and written communication
What s In It for You
MentorcliQ offers comprehensive benefits, including:
- Base Compensation: $50K - $70K
- Health, dental, and vision plans
- 12 paid company holidays, generous vacation time, and sick/mental health days
- 8 weeks of paid parental leave
- 401(k) with company match
- Short-term and long-term disability
- Life insurance
- Employee charitable donation matching
- Innovative, inclusive, and inspiring people
- A global team with the flexibility to work remotely
- Beautiful home office in downtown Columbus