Technical Support Lead

  • location: Ann Arbor, MI
  • type: Contract
  • salary: $20 - $22 per hour
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job description

Technical Support Lead

job summary:
The User Advocate is the voice of our company brands to our mobile app users worldwide. A successful candidate communicates with users to improve product understanding, tests and troubleshoots app issues, writes clear and helpful technical documentation, and reports product improvement insights to

peer teams-all while contributing to a delightful user experience. The User Advocate also contributes to insight generation, building cases for product improvements, and works cross-functionally with development, product, design, merchandising, and technical teams.

 
location: Ann Arbor, Michigan
job type: Contract
salary: $20 - 22 per hour
work hours: 9am to 5pm
education: Bachelors
 
responsibilities:
- Be wholly dedicated to daily replying to, troubleshooting, and managing product feedback and user experience issues from our users

- Expertly transform frustrated BEX brand users into brand evangelists

- Provide white-glove support while troubleshooting complex technical issues and reproducing/diagnosing those issues to request product changes

- Identify user experience trends and workflow issues and document them for reporting

- Share user feedback with the Engineering and Product teams to ensure that users' needs are evident within the company

- Test new app versions in production, analyze in-process product changes, and suggest modifications based on user expertise

- Document prewritten language and procedures for replying to common user issues

- Document process and product information for the support site and the team's Knowledge Base

- Oversee products' infrastructure (prewritten language and support site) for accuracy

- Propose ideas for new prewritten language and support site changes that enhance our user support

- Provide feedback on team writing to ensure that users get the most accurate, pleasantly delivered, and helpful information as is possible

- Educate users about our products and cross-sell them when appropriate

 
qualifications:
Position requirements:

- Minimum BA/BS in English, Communication, Computer Science, Education, or equivalent

- Excellent grammar and written communication skills

- Experience teaching, coaching, or training others -or- writing end-user documentation

- High comfort level with technology or ability to troubleshoot complex technical issues

- Ability to understand and translate technical issues to users

- Ability to understand and translate user issues to subject matter experts

 
skills: - Have an interest in contributing to product design and user experience

- Have a strong understanding of your professional strengths and talents

- Have ability to adapt easily to and champion change

- Willingness to learn new things every day

- Be effective working independently and within a team culture

- Be highly organized and able to expertly manage your time effectively

- Helpful: experience in integrating automation tools, support tools, ability to read a foreign language


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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