Technical Support Agent

About the Role

As a Technical Support Agent, you'll be the first point of contact for our customers and internal teams, providing expert assistance to help them troubleshoot and resolve complex technical issues with our software products. You'll need to be a skilled problem-solver with a strong technical background and the ability to explain complex concepts in a clear, accessible way. This is a highly interactive role that requires a high level of motivation and a collaborative spirit.

Reports to

VP of Product Operations

Pay Classification

Full-Time

Responsibilities

• Provide exceptional technical support to both external customers and internal users (such as auditors) via email, phone, and chat.
• Diagnose, troubleshoot, and resolve complex software and system issues, guiding users through effective solutions.
• Log and track support cases using tools like Zendesk, ensuring timely follow-up and adherence to established Service Level Agreements (SLAs).
• Escalate complex or unresolved problems to the appropriate engineering or development teams while maintaining ownership of the issue through to resolution.
• Contribute to and maintain our knowledge base by creating and updating articles, documentation, and internal wikis to help customers and colleagues.
• Act as a liaison between our users and the product team, providing valuable feedback on recurring issues and user needs to help drive product improvements.
• Balance and prioritize different types of requests from a diverse user base.

Minimum Qualifications

EDUCATION

• Bachelor’s degree in Computer Science, Information Technology, or related area

EXPERIENCE

• Proven experience in a technical support role, ideally in a fast-paced environment supporting a technical product.
• Experience using technical support ticketing systems, such as Zendesk.
• Strong customer service skills with the ability to manage and prioritize multiple, competing requests from various user groups.

SKILLS

• Excellent written and verbal communication skills in English, with the ability to convey technical information clearly and concisely to both technical and non-technical users.
• Exceptional problem-solving skills with a methodical and patient approach to troubleshooting.
• A strong understanding of software development concepts and common technical terminology.
• Eager to learn and motivated to expand your technical skills; experience with developer tools is a plus, but a willingness to learn is essential.
• Thrives in a fast-paced, nimble environment and can work both independently and as part of a collaborative team.
• Ability to balance different types of user requests and maintain a high degree of motivation.

Benefits

• Employer Paid Life Health Insurance
• Home Office Reimbursement
• Technology Allowance
• Certification Reimbursement
• BeneficiaT Discount Loyalty Program
• Personalized Career Coaching
• Generous Paid Time Off
• Paid Office Closure December 25-January 1
• Summer Hours

About A-LIGN

A-LIGN is the leading provider of high-quality, efficient cybersecurity compliance programs. Combining experienced auditors and audit management technology, A-LIGN provides the widest breadth and depth of services including SOC 2, ISO 27001, HITRUST, FedRAMP, and PCI. A-LIGN is the number one issuer of SOC 2 and HITRUST and a top three FedRAMP assessor. To learn more, visit a-lign.com.

Come Work for A-LIGN!

Apply online today at A-LIGN.com and learn about life at A-LIGN by following us on LinkedIn.

A-LIGN is an Equal Opportunity Employer.