CS Technical Representative (Core) job opportunity at 1Password.

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1Password CS Technical Representative (Core)
Experience: 2-years
Pattern: remote
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Customer Experience

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degreeBachelor's (B.Sc.)
United Kingdom

Reproduce, diagnose, and deliver solutions for escalated Tier 2 Technical queries across your primary area of support. (Core: OPMac, OPWindows, OPiOS, OPAndroid, OPLinux). Resolve Tier 1 CRM volumes when required. Comfortable taking on customer calls in order to better understand and scope their issue. Maintain a working knowledge of currently known issues and their respective workarounds, can provide these to affected customers. Guide junior colleagues to the correct answer or guidance when required. Intermediate knowledge of our CS stack, such as the use of environment variable controls to collect additional logging as part of troubleshooting. Comfortable using tools such as Kibana and DataDog. Follows established workflows and adheres to performance expectations. Possess a complete understanding of 1Password's product feature offering from a usability perspective; and how our customers deploy and use them across our range of supported operating systems and browsers. Address questions related to the functionality of our apps (i.e feature requests). Collaborates with peers across the CS org, both within the technical team, and provides usability guidance for CS-Service. Supports junior colleagues with their Tier 1 questions on Slack. Effectively escalates open queries to Tier 3 when appropriate, using internal notes to streamline handoff. Creates internal documentation for common questions or guides.

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