Customer Support Technical Specialist

**MURAL's mission is to inspire teams to connect and innovate, while bringing purpose and intention to the craft of collaboration**.**: MURAL created the Collaborative Intelligence System to power cultures of effective collaboration where everyone is connected, contributing, and empowered to deliver business-driving outcomes. Founded in 2011, MURAL is a leading innovator in visual collaboration for hybrid, remote, and distributed teams. We believe in what we build, and our team of more than 900 "MURAListas" around the world collaborate in the MURAL® app. Our values guide our intentionally inclusive product and culture, which includes collaboration design education and a flexible monthly stipend for learning, wellness, and coworking. MURAL has raised $200M to date and is growing rapidly to fulfill our mission. The company is trusted by 95% of the Fortune 100, including innovative teams at IBM, Intuit, GitLab, Microsoft, and Atlassian. **YOUR MISSION**: The Customer Experience Technical Specialist is a key partner for Customer Support and the ETMs in the customer experience organization. You are comfortable at coordinating with internal and external stakeholders to implement technical product features within the desired timeline. You also have a deep understanding of our product and the ability to systematically troubleshoot both known and unknown issues. To accomplish this, you must have the ability to understand technical business requirements and execute an implementation plan. - Lead technical customer support with general knowledge of features including API configurations, SSO configuration setups/updates, VOIP telephony, IP Whitelisting and registering new domains inside an existing tenant - Comfortable interacting with customers both live and asynchronously, resolving queries related to technical product capabilities, what we currently support, how it can be used and future product capabilities - Deliver training to customer experience team members using different methodologies, to improve technical product knowledge - Contribute to a knowledge base to answer product & IT technical questions that can be used by the customer experience team - Maintain a feedback loop with the product team on customer feature/function requests - Develop and run reporting on technical support issues for leadership and provide recommendations on how to decrease ticket volume. - Work collaboratively with Product Management, Product Marketing, Design and Engineering during the development and launch of new features and products to ensure that appropriate support processes and resources are in place for launch **YOUR PROFILE**: We are looking for dedicated individuals who can work independently in a fast-paced startup environment. - 3+ years of technical support experience within technology services - Exceptionally good or native oral and written English, with good collaboration and interpersonal communication skills - Demonstrated project management experience with small projects - Technical knowledge of enterprise software and SaaS - Knowledge or experience working with MURAL - Startup mentality - A strong passion to help teams succeed, and empathy with users - Progressive out-of-the-box thinking - Ability to be a self-motivator that thrives in an ever-changing environment LI-Remote #LI-YM1 Please submit your resume in English. **WHAT WE OFFER**: In addition to being part of our quest to help people empower their imagination, we offer: - Competitive salary - 401K (US only) - Company equity - Health insurance - Fertility benefits - MURALvida stipend (for fitness, wellness, learning and coworking) - Fully remote team - Parental leave - End of year closure - Design thinking trainings - MURAL free forever plan **OUR VALUES**: We bring people to our team that care about our mission to inspire and connect creative people globally, and who feel aligned with our values: - Make others successful - Adapt to thrive - Play to wow - Think global - Experiment like an owner **Practicing equality through imagination work.**: MURAL is committed to creating diverse and inclusive workspaces where people can make a positive impact on the world and share their vision of how they achieve it. We are dedicated to working alongside multiple communities to help build this dream and bring it to life.