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Technical Support Specialist

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Technical Support Specialist

About Us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. We are the #1 AI-native platform for Customer Experience and Marketing, offering marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and many more.

Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports, Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact.

About the Role

As a Technical Support Specialist, you will:

  • Play a crucial role in the Customer Success Team that owns technical relationships with our partners using our products and services.
  • Become an excellent communicator while mastering problem-solving skills.
  • Work in coordination with the Customer Success Managers and be primarily responsible for supporting a seamless experience for our partners.
  • Troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider platform.
  • Contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings.
  • Meet important SLAs like response time and the lead time for issue resolutions which is an important aspect.

Requirements

We want you to join us if you:

  • Have a Bachelor’s Degree with Information Management, IT & Computer Science, Programming, or Engineering related fields.
  • Have fluency in written and verbal English.
  • Have a high sense of responsibility and accountability.
  • Have strong analytical and problem-solving skills.
  • Are able to provide timely responses and follow up systematically.
  • Have effective communication and collaboration skills.
  • Have ability to learn quickly and work effectively in a team-oriented environment.
  • Have good debugging/troubleshooting skills.
  • Knowledge of HTML, CSS, or other programming languages would be a plus.

Benefits

While we are conquering the world, we are offering you:

  • A chance to work in an international, diverse, and inclusive environment.
  • "Tech Talks" with famous and groundbreaking people from the software world.
  • To be part of an industry that’s shaping the future of customer experiences.
  • Access and opportunity to gain a limitless network all over the globe.
  • Access to many hard and soft skills pieces of training to help you improve and challenge yourself.
  • Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
  • A space to share your skills through training sessions and workshops if you wish.
  • Inclusive Private Health Insurance.
  • Team activities that are bursting with fun.
  • No Dress Code!

Taipei Office Benefits

In the Taipei Office, we are offering you:

  • Competitive Salary + Commission
  • Hybrid working Model
  • Personal Notebook
  • Afternoon Tea offered on every Friday afternoon
  • Labor insurance & National Health Insurance
  • Labor Pension
  • 15 days of annual leave plus national holidays in Taiwan

Job Details

  • Department: Customer Success
  • Locations: Taipei, Taiwan
  • Remote status: Hybrid
  • Employment type: Full-time

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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