Technical Support Specialist

MentorcliQ is looking for a Technical Support Specialist to help manage the MentorcliQ support desk. The successful candidate will be responsible for providing technical support to MentorcliQ clients related to the MentorcliQ software, using our ticketing system and support processes. Your goal is to ensure that clients are maximizing the value of MentorcliQ’s software by supporting administrators in managing healthy mentoring programs and delivering an extraordinary experience for every client contact. In this role, you will have a direct impact on ensuring client satisfaction and helping program administrators achieve their mentoring goals. This role is remote-first, with the option to work from our Columbus, OH office for candidates located nearby.

What You’ll Do

• Serve as the first point of contact for end-users seeking assistance, primarily via email (some virtual meetings required)
• Ask thoughtful, clarifying questions to gather additional context from customers when needed to drive efficient and accurate issue resolution
• Work with end-users, program administrators, and internal MentorcliQ employees to troubleshoot and resolve incoming Tier I support requests, escalating to Tier II or other teams as needed
• Manage a queue of customer tickets in Zendesk by following MentorcliQ’s defined processes, while consistently meeting response time and customer satisfaction (CSAT) expectations
• Work across teams at MentorcliQ to determine the best solution or seek input and further support where needed
• Identify patterns from incoming customer tickets to support escalation, provide feedback for product improvements, and highlight knowledge gaps for internal documentation or training
• Leverage tools and support resources (e.g., help content, product documentation, internal teams) to troubleshoot, empower customer self-service, and route issues efficiently
• Maintain ownership of escalated issues by tracking progress, following up with internal teams, and providing consistent updates to customers
• Utilize daily tools including Zendesk, Google Suite, Atlassian (Confluence, Jira), Slack, and other internal platforms (e.g., CRM and learning systems)
• Other duties as assigned within the Product Enablement and Support team

Who You Are

The ideal Technical Support Specialist is someone who exemplifies MentorcliQ’s values and brings their Fun, Helpful, Ambitious and Thoughtful (FunHAT) nature to work every day and in every customer interaction. You’ll also bring:

• 1 to 3+ years of mid-market/enterprise SaaS software implementation, project management, technical support, customer success, or similar experience
• A proactive, self-starter mindset with the ability to take initiative, take a first pass at troubleshooting, and solve problems independently
• A naturally curious and resourceful problem-solver who looks for patterns and opportunities to improve the customer experience
• Comfortable working in and taking initiative in a fast-paced environment with evolving priorities, while also collaborating with teammates and seeking input when needed
• Outstanding time and task management skills, with the ability to manage multiple projects, prioritize effectively, and respond with urgency
• Experience working within a customer service function, with a strong customer-first mindset and commitment to high satisfaction outcomes
• Strong attention to detail and a highly diligent work ethic
• Eagerness to learn, grow, and contribute to the overall success of your team and MentorcliQ, including supporting teammates and fostering a collaborative team environment
• Familiarity with API, SFTP, SSO concepts, and Microsoft Azure applications is a plus
• Excellent oral and written communication skills, with the ability to communicate clearly, warmly, and empathetically with customers

What’s In It for You?

• Base Compensation: $55k-$65k
• Performance-based bonuses and company bonus opportunities
• Health, dental, and vision plans
• 12 paid company holidays, generous vacation time, and sick/mental health days
• 8 weeks of paid parental leave
• 401(k) with company match
• Short-term and long-term disability
• Life insurance
• Employee charitable donation matching
• Innovative, inclusive, and inspiring people
• A global team with the flexibility to work remotely
• Beautiful home office in downtown Columbus