As a Technical Support Representative at MixRank, you will serve as the primary point of contact for our enterprise customers, ensuring their ongoing success and satisfaction. You’ll handle a wide range of technical inquiries, troubleshoot issues, and proactively share updates on new products and bug fixes. Working closely with internal teams, you’ll ensure our customers receive the highest quality support and guidance.
Key Responsibilities:
- Customer Onboarding & Support: Guide customers through the onboarding process, ensuring they have a clear understanding of our products and services. Build and maintain comprehensive knowledge base materials.
- Technical Troubleshooting: Use SQL and a solid understanding of database systems to efficiently resolve common inquiries, helping customers maximize the value of our platform.
- Issue Triage & Resolution: Efficiently manage incoming support requests, prioritize critical issues, and respond promptly with clear, step-by-step troubleshooting instructions.
- Technical Escalations & Collaboration: Work closely with engineering and product teams to escalate complex or persistent issues, ensuring that root causes are identified and resolved quickly.
- Proactive System Monitoring & Improvement: Regularly monitor platform performance, identify potential issues before they escalate, and recommend enhancements or preventive measures to maintain optimal system reliability.
Qualifications:
- Excellent Communication: Outstanding written and verbal communication skills, capable of conveying complex technical information in an accessible manner.
- Technical Proficiency: Strong SQL skills and a solid understanding of database concepts to investigate and resolve customer issues.
- Client-Focused Problem Solving: Experience managing escalations and serving as a reliable, responsive point of contact for enterprise clients.
- Project Management Skills: Ability to efficiently allocate engineering resources, prioritize tasks, and manage bug fixes to ensure timely and high-quality customer support.
- Independent Learning & Ownership: Self-directed learner with a deep sense of responsibility for delivering an exceptional customer experience.
Why Join MixRank:
MixRank is a world-class data intelligence platform supported by top-tier investors. We are a 100% globally distributed company since 2018, priding ourselves on delivering top-notch data solutions to Fortune 500s and other leading organizations. We emphasize a healthy work culture, asynchronous communication, and long-term growth—both for the company and our team members. With consistent year-over-year growth and a focus on customer success, MixRank offers competitive salaries, remote work flexibility, and an environment where you can truly invest your career.
If you’re passionate about delivering exceptional technical support and eager to contribute to a globally distributed, customer-focused team, we’d love to hear from you!