Technical Support Representative

About Us

WiseStamp is the leading email signature management platform, helping businesses and professionals elevate their brand identity with every email they send. Trusted by over 1 million users and 18,000+ companies worldwide, our award-winning SaaS solution makes it easy to manage and scale branded email signatures across entire organizations, turning everyday emails into powerful marketing assets.

With a strong track record of innovation and growth, WiseStamp is proud to help companies look their best and make every message count.

Job Description:

As a Tier 2 Support Agent at WiseStamp, you will be crucial in providing our clients with advanced technical support. You will handle complex technical issues, prioritize tasks, and deliver outstanding customer service in a fast-paced environment. This role requires excellent communication skills, the ability to work effectively under pressure, and a strong understanding of email processes and IT systems. In addition, you will partner with our Sales team as the technical subject-matter expert, supporting calls with prospects that require deeper technical explanation of our solution to help convert them into customers.

Who You Are:

• You deliver exceptional customer service and genuinely care about creating a positive customer experience
• You stay calm under pressure and know how to prioritize in a dynamic, fast-moving environment
• You’re organized, detail-oriented, and have a strong service mindset
• You communicate clearly and confidently in client-facing situations
• You’re a strong troubleshooter with solid multitasking abilities
• You’re independent, accountable, and comfortable owning your work
• You enjoy collaborating and thrive in a team-oriented atmosphere

Technical Skills

• 2+ years of Tier II experience in a SaaS company
• Strong IT skills and a deep understanding of email processes and protocols
• Hands-on experience with domains, Google Workspace, Outlook exchanges, and email/network integrations
• Experience with API integrations and system-to-system connectivity
• Customer-service orientation with familiarity using CRM systems and support tools

What You'll Do:

• Provide Tier 2 technical support to clients via email, chat and phone including during US hours, Sunday - Thursday.
• Resolve escalated technical issues related to email signatures, domains, Google and Outlook exchanges, and other IT-related queries.
• Utilize your expertise in IT skills, email protocols, and system integrations to troubleshoot and resolve complex issues efficiently
• Liaison between support and RnD for escalated issues
• Demonstrate a customer-centric approach and ensure a high level of customer satisfaction through prompt and accurate responses
• Maintain up-to-date knowledge of WiseStamp's products, services, and integrations to deliver comprehensive support solutions
• Contribute to process improvements and knowledge sharing within the support team
• Sales enablement for our Sales department