Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat
Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, attendance and productivity
Become an expert in a specific product area
Contribute to team projects
Give and receive thoughtful feedback on team processes and leadership
Manage other responsibilities as assigned

Excellent written, verbal and interpersonal communication skills
1+ years of Technical or Customer support experience, or equivalent
Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
Working knowledge of assigned feature a plus
Flexibility in your working hours as this position will require work outside of standard business hours
As required by law, US Citizens or Permanent Residents only are eligible to work in our Federal Government Segment.

Employer subsidized medical/vision and dental coverage for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)

Technical Support Specialist II – Governance

Key skills