About Alpine IQ
Alpine IQ was founded in 2019. At its inception, Alpine IQ developed a groundbreaking tool to manage customer data compliance across multi-state/ provincial regulatory environments. This concept later sprouted organically into a full suite of tools to protect, segment, promote, and sync consumer experiences both in-store and online. The Alpine product lineup includes many components that work seamlessly together on top of high-risk industry specific 3rd parties to power loyalty systems, mobile apps, marketing, point of sale, marketing messaging automation, referral programs, store review automation, in-store screens, and more.
About the role
As a Tier 2 Customer Support Specialist at Alpine IQ, you will be the go-to expert for resolving escalated technical issues. You’ll combine your technical knowledge with customer service skills to solve complex problems and work closely with other departments like engineering, sales, and marketing to ensure our customers’ needs are met. This is a remote role where you’ll provide support via phone, email, and chat, helping to improve our customer service processes while recommending product enhancements along the way.
What you'll do
Key Responsibilities:
- Provide Technical Customer Service: Troubleshoot and resolve technical issues across multiple communication channels (phone, email, chat)
- Lead Issue Tracking: Monitor and track customer issues, ensuring timely resolution and shielding other departments from disruptions.
- Oversee Customer Service Improvements: Redesign processes, monitor service metrics, and implement changes to enhance overall customer satisfaction.
- Recommend Product Improvements: Identify patterns in customer feedback and collaborate with managers to suggest system and product enhancements.
- Collaborate with Cross-Functional Teams: Work with colleagues in engineering, sales, and marketing to provide a seamless customer experience.
- Mentor & Guide: Support Tier 1 teammates and assist with special projects as needed.
What You’ll Bring:
- Customer Service Expertise: You excel at delivering prompt and effective responses to technical issues.
- Technical Troubleshooting Skills: Able to analyze and resolve complex software and hardware problems.
- Strong Written Communication: Craft clear, concise responses that guide customers through solutions.
- Data-Driven Insights: Use data to identify trends and advocate for improvements.
- Analytical Thinking: Perform root-cause analysis to get to the heart of technical issues.
- Organization & Prioritization: Juggle multiple tasks efficiently, meeting deadlines without sacrificing quality.
Technical Proficiency:
- Experience with customer support software, internal communication tools, and proficiency in Microsoft Office/Google Suite.
- Familiarity with hardware, network systems, and SaaS environments is a plus.
Qualifications
- Bachelor’s or Associate’s degree in a technical field (or equivalent experience in SaaS/tech support)
- Minimum of 3 years in a technical customer service role involving software, networks, or hardware support.
Work Environment:
- Remote: Work from a quiet, professional space with a secure and stable high-speed internet connection.
- Alpine IQ provides all necessary equipment, including a company laptop.
Benefits
- Medical, Dental, Vision, and ancillary benefits
- 401(k) Company Match
- Unlimited PTO
- Home Office Benefit
- Paid Parental Leave
- Virtual Events & Annual Company Meetup
- Company Laptop
- and More!
Ready to embark on this adventure together? We can't wait to meet you and explore the endless possibilities. 🚀