More Staffing LLC is hiring a Senior Technical Support Specialist (T2). This role is essential to the Support team, providing advanced technical solutions to customers and mentoring team members, while stepping up in the absence of the Technical Support Lead. You will report directly to your Technical Team Lead.

What You'll Do

Create a warm, friendly, and effortless customer experience across asynchronous messaging, live chat, phone, email, and video calls.
Provide aesthetic and functional solutions for customer websites, handling images, video, SEO, branding, scripts, and theme updates.
Document solutions and stay current with all platform updates.
Offer insight on billing, plan inquiries, refunds, account cancellations, and self-service payment integrations.
Configure account settings, user roles, password resets, privacy settings, and analytics.
Support partner programs, commission systems, and affiliate link utilization.
Assist with email broadcast configuration, deliverability, and custom domains.
Support podcast configuration, transcripts, SEO, and RSS feeds.
Assist with Coaching feature setup, third-party scheduler integration, and Community creation and moderation.
Guide course creation, including multimedia upload, content scheduling, and understanding file limitations.
Help set up product pricing, coupons, affiliate links, and payment integrations.
Support mobile app troubleshooting and marketing funnel/event configuration with automations.
Assist with CRM functionality like contact segmentation, tagging, list management, and assessment creation.
Provide insight into platform analytics for revenue, opt-ins, and sales data.
Configure third-party integrations (e.g., Mailchimp, Google Analytics, Zapier) via webhooks or API.
Guide domain and subdomain setup, including DNS and nameserver configuration.
Support in-app translation requests.
Contribute to internal projects by identifying customer pain points and trends.
Collaborate on ticket investigations and escalate appropriately.
Mentor new team members by sharing product knowledge and experience.
Serve as the go-to for advanced or complex customer inquiries and provide triage before escalation.
Participate in efforts to build a world-class support experience.

What We're Looking For

4+ years of SaaS troubleshooting experience in a fast-paced Technical Support role.
In-depth knowledge and mastery of the specific platform.
Quick learner with a strong ability to master web-based tools.
Customer-first attitude with a passion for helping others.
Excellent interpersonal and communication skills.
Strong analytical and investigative mindset.
Advanced knowledge of Front-End Web Development (HTML, CSS, JavaScript, Liquid, SEO, RSS).
Experience with CRM systems and managing contacts.
Solid understanding of DNS, CNAME, and SSL.
Knowledge of email deliverability best practices.
Root cause analysis skills for resolving escalated technical issues.
Team-oriented with the ability to work well under pressure.
Highly organized, detail-oriented, and good at managing time.
Familiarity with support platforms like Zendesk.
Must pass a product knowledge and communications certification exam.

Nice to Have

A Bachelor's Degree in MIS, Computer Science, or related field (or equivalent experience).
Experience mentoring or training staff.
Recognized as a go-to expert by peers.
Ability to explain technical concepts to non-technical audiences.
Eagerness to learn and teach.
Self-starter with a focus on productivity and team contribution.
Proactive in identifying and solving process inefficiencies.

Technical Stack

HTML, CSS, JavaScript, Liquid, Zendesk

Team & Environment

You will report to the Technical Team Lead. A key part of the role involves providing additional technical help to team members in the absence of the Technical Support Lead.