Technical Support Specialist

About Recurly:
Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.2 billion in revenue in 2023.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

Recurly is growing! Join us to make subscriptions a competitive advantage for businesses worldwide. Do you have excellent communication skills? Do you enjoy solving problems and contributing to a team? Do you want the flexibility to work from home while still contributing to the whole of the company? Then we would love to hear from you! Recurly is looking for an experienced Technical Support Specialist to join our Technical Support team!

At Recurly, we are all about our customers! We are passionate about providing fast, efficient, and friendly service. The Technical Support team is an integral part of our business, and we want to grow our organization with dedicated individuals.

As part of an advanced and collaborative technical support team, the agent will manage incoming tickets, phone calls, and chats. This contributor role will support the business by answering customer questions relating to our application and any aspects relating to troubleshooting issues, perform server Graylog and Postman queries, and make solution recommendations. This role will provide support as necessary to both the customer and to Internal Recurly teams.

Key Responsibilities

• Exceed customer satisfaction, efficiency metrics, and issue resolution targets
• Continuously search for areas of improvement and communicate trends in customer calls to leadership as appropriate
• A desire to continuously learn and ramp-up on new Recurly applications
• Troubleshoot and resolve customer service inquiries via email, and telephone inquiries while building and maintaining positive relationships with customers
• Escalate customer inquiries to other teams as needed
• Communicate up and down with the Technical Support and Product departments for trends and issues
• Proactively surface new ideas to improve support processes
• Learn and specialize in a segmented area of the Recurly product; know all the details of that product area and manage projects around that area
• Support Recurly team members by being readily available through the Slack collaboration app.

Requirements

• Strong technical troubleshooting, problem-solving skills and the ability to think analytically while working in a fast-paced environment
• Previous technical support experience
• Exposure to creating/using Graylog queries is a definite asset
• Excellent communication and relationship-building skills; must be open to input from other team members and departments
• Passion for helping others
• Successful track record working in a high-volume environment
• Regular and reliable attendance
• Results-oriented, attention to detail, ability to prioritize multiple objectives and projects
• A desire to learn new job-related skills quickly
• Passion for being the go-to in customer service

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected]