Responsibilities
- Providing first-touch support to our enterprise customers and end-users via phone, email and ticket submissions through our helpdesk software.
- Troubleshoot technical issues, guide customers in using our products effectively, and create and maintain internal and customer-facing documentation and other learning materials that drive consistent, high-quality support experiences.
- Collaborate closely with Customer Success, Product, Engineering, and Implementation teams to ensure customers receive timely, empathetic, and effective support that meets our high standards for service excellence.
- Respond to customer support calls and tickets in line with service-level agreements (SLAs)
- Troubleshoot and resolve technical issues quickly and accurately
- Identify and document recurring patterns to inform product and process improvements
- Create and maintain internal and customer-facing documentation and other learning materials
- Collaborate with internal teams on escalated issues to ensure successful resolution
- Work closely with the Engineering and Quality Assurance teams to help test new feature releases and ensure product quality
- Continuously deepen your understanding of BenchPrep’s products to become a go-to expert
Requirements
- 2–3 years of experience in a customer-facing, technical support role at a SaaS company
- Excellent written and verbal communication skills
- Ability to explain technical concepts clearly to both technical and non-technical audiences
- Strong troubleshooting ability with comfort across web and mobile platforms
- Highly organized and able to manage multiple priorities simultaneously, maintaining strong attention to detail and consistent follow-through
- Empathy, patience, and professionalism in every customer interaction
- A self-starter who thrives in a fast-paced, evolving environment
Nice to Have
- Experience with SQL, HTML/CSS, or eLearning standards like SCORM, xAPI, or LTI
- Experience using Chrome DevTools (Inspect, Console, Network tabs) for diagnosing front-end issues.
Benefits
- Medical insurance covering 80% of premiums for you and your dependents.
- Dental, Vision, Short & Long Term Disability, Life Insurance and other Voluntary benefits.
- 401(K) Safe Harbor Non-Elective 3% Contribution
- Flex PTO (our version of unlimited PTO), Wellness Days, Birthday PTO, Winter Break + a generous company holiday calendar
- Annual Learning Stipend of $1,200
- Parental Leave
- $500 towards workstation setup upon hire, and a monthly stipend for other expenses after that
Additional Information
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- We are unable to accept applications from candidates outside of the US at this time.
