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Technical Support

Regal.io

Regal.io

IT, Customer Service
New York, NY, USA
Posted on Tuesday, January 31, 2023
ABOUT US:
Regal.io empowers businesses to add a human touch at key moments in their online experiences in order to win customers over and drive more sales. Our branded, event-driven calls and texts skyrocket answer rates by treating customers like royalty, and drive 25%+ more revenue. Growing revenue is the top priority for every C-level executive. Marketing spend and website optimization is table stakes already, and now the fastest growing businesses are adding a human touch to better convert website visitors. 100+ leading brands including SoFi, Ro, Angi, The Farmer's Dog, Fidelity Life, Career Karma and AAA use Regal.io to proactively engage their customers in real-time with event-driven calls and text messages, which result in higher conversion and more revenue.
Our team is led by industry veterans who previously built Handy (acq. by IAC / ANGI Homeservices in ‘18), and the rest of our team is made up of customer-obsessed, fun and hardworking team members across product, engineering, marketing, sales and more! We share common set of values that we look for in every new hire:
*Customers are royalty
*Data beats opinion
*Fast-paced execution wins
*Growth mindset
*Enjoy the journey
Come join us as we create a category-defining company, and follow Regal's company page on LinkedIn to stay up-to-date on our journey and current job openings!
ABOUT THE ROLE:
Join Regal.io to build a world-class support experience with our growing customer success team! In this role, you will respond to and resolve customer tickets with Regal’s event-driven communications platform.

RESPONSIBILITIES:

  • Respond rapidly to inquiries from a variety of user types (end-users, admins, and developers)
  • Resolve a wide range of inquiries – end-user training, integration debugging, and bug resolution – to drive product adoption and customer satisfaction
  • Collaborate with implementation, customer success, product, and engineering teams to resolve issues and highlight trends in tickets
  • Own support ticketing and knowledge infrastructure to deliver a world-class support experience
  • Participate in hiring and onboarding future support engineers as the growth of the business demands

ABOUT YOU:

  • 0-2+ years of experience in a technical support role
  • Previous experience or exposure with two or more of the following areas: SQL, SaaS, SMS Marketing, Email Marketing, Phone Sales, Contact Center Software, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Basic Programming (HTML etc.)
  • Experience identifying collaboration and escalation resources in a fast-paced environment
  • Experience providing the right level of context when partnering with others to resolve customer issues
  • Methodical, critical thinker who can understand customer needs, dissect technical requirements, and deliver crisp resolutions

BENEFITS & PERKS:

  • Competitive compensation packages, including early stage equity
  • 401k plan
  • Flexible PTO & 11 paid holidays
  • Medical, dental, vision insurance (80% covered by Regal for individuals and all dependents!)
  • Paid parental leave
  • Happy hours, team outings, & biannual off/onsites
  • Pre-tax commuter benefits
  • Complete laptop workstation
  • & more!
POSITION LOCATION & OFFICES:
This position is only available in New York City & Boston.
We have offices in NYC (NoMad) & Boston (Downtown/Financial). In office is required T/W/TH. Office optional M/F. Covid protocols and vaccination policy in place.