Energized by solving problems and providing outstanding support? Always looking for a “better way” to do things? Ready to jumpstart your career? There’s never been a better time to join Smartsheet as a Technical Support Specialist to do all of this… and more!

Smartsheet is the leading cloud-based platform for work execution, enabling teams and organizations to plan, capture, manage, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Over 90,000 customers and millions of collaborators trust us with some of their most critical business processes. With those numbers only growing, we need effective and innovative Technical Support Specialists who are eager to become Smartsheet experts and make an immediate impact on our team and customers.

As a Technical Support Specialist, you will report to one of our Support Team Leaders and collaborate with team members across the globe. Your critical responsibilities will include delivering exceptional support to internal and external customers, maintaining high service standards, and contributing to team and cross-functional projects.

Our team currently consists of on-site groups in our Bellevue, Boston and Edinburgh offices with additional team members in the field.

Here is what we need you to do in Year 1:

• Become Smartsheet Product Certified and start handling customer cases over email, phone, and chat in your first month. Ramping quickly on our team's processes and tools is a necessity in this role.
• Consistently striving to meet and exceed performance goals in areas like customer satisfaction, quality assurance, and attendance. Others from the team including leads and managers will partner with you to coach and train you to our goals, but we need you to bring high standards, strong problem-solving skills, and an astute attention to detail.
• Widen your scope after a few months by becoming a Subject Matter Expert in a product area, delivering 1:1 live training to customers, or contributing to a cross-functional team within your first 9 months.
• Give and receive challenging and thoughtful feedback on team processes, peers, and leadership regularly. You’ll have the chance to do so during bi-weekly 1:1s with your manager and in quarterly and annual performance reviews.

Our team strives for continuous improvement; if we see something that can be fixed, we leave it better than we found it. As a Technical Support Specialist on our team, you’ll be given the resources, opportunity, and responsibility to make a difference from Day 1.

You should also know:

Strong writing skills and an excellent phone manner are critical to success in this role. Because the ramp time for this role is short, previous experience in a customer-facing service or support role would be a plus.

The shift for this position may be outside of regular business hours, flexibility on shift is required.