Sr. Technical Support Specialist I

Poll Everywhere is on the lookout for a Senior Technical Support Specialist to join the Customer Support team. We are searching for a teammate who approaches technical problems with natural curiosity, possesses strong technical acumen, and embraces a growth mindset. This role is great for those who thrive on troubleshooting complex technical issues and can explain technical terms in a way that resonates with customers. Your main responsibility will involve assisting customers from F1000 companies and R1 Universities via email and inbound phone calls while collaborating with internal teams to tackle identified bugs. If you're passionate about providing excellent support, we want to hear from you!

Our users tend to be leaders in their organizations and they reach out for help because they are preparing for a presentation that just can't go wrong. Sometimes they're nervous, and sometimes they're on a deadline. We're driven to honor this trust. Through inbound customer calls, emails, and occasional screen shares, our team empowers users to deliver interactive presentations that are engaging and inclusive. You will need to demonstrate a high level of technical proficiency and take ownership of end-to-end customer-facing issues, including advanced troubleshooting and root cause identification across various operating systems and product integrations. We anticipate that you will become highly knowledgeable about our product and capable of distinguishing between bugs and intended functionality while assisting customers. Your responsibilities will involve replicating reported bugs and coordinating with product or engineering teams to address them. Subsequently, you will communicate findings to customers to ensure clarity and resolution. Given the complexity and technical nature of our product, all members of our Customer Support Team hold senior positions.

Poll Everywhere is a 60+ person growing B2B SaaS company on a mission to make presentations more inclusive. Our product is used in upwards of 17 billion meetings per year in F1000 and R1 Universities. We proudly believe our product changes those organizations and classrooms through the inclusion of more voices. Our platform enables presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, we now support millions of users worldwide from educational institutions to household companies such as Google, AT&T, and Target.

Our users come from all kinds of communities, and so do PollEvians. We want to work with great people from a wide variety of backgrounds who put a lot of care and pride into their work. We're committed to providing you with opportunities to learn, and we’re looking to hire people with good judgment.

If you don’t meet 100% of the above qualifications or check off all the boxes, you should still seriously consider applying. An important part of our interview process is understanding why this position and our mission particularly resonated with you.