Technical Support Representative

Join to apply for the Technical Support Representative role at Alchemer
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• Be Curious – We ask questions, seek to understand others, and stay curious about the problems we solve. Curiosity fuels creativity and innovation, helping us build better solutions.
• Customer First – We put people at the center of what we do by listening with care, acting with empathy, and going the extra mile to support those we serve.
• Own the Outcome – We take initiative and do what it takes to deliver results, overcoming obstacles, following through on commitments, and holding ourselves accountable.
• Alchemer empowers customers to transform feedback into action, serving more than 13,000 global clients, including many Fortune 500 companies. We are a KKR portfolio company with great growth potential.

Provide immediate, high‑quality service to customers worldwide, championing happiness, satisfaction, and success through patience, understanding, and technical expertise.

• This role is a time shift from 9 am‑5 pm Monday‑Friday with 5 days in office for the first 90 days. After that, you will work 4 days a week in Louisville, Colorado from 9:00 AM‑5:30 PM or 6:00 AM‑2:30 PM.
• Support customers by phone, email, social media, and other web‑based tools.
• Accurately identify, analyze, and resolve technical and non‑technical issues in a timely manner.
• Work in a team environment to achieve shared goals.
• Promptly escalate more complex problems to appropriate internal resources.
• Participate in enhancing the product from initial design through testing and delivery.
• Provide internal support for the application.
• Continuously endeavor to improve the quality of our support and service, internally and externally.
• Provide on‑call customer support on a shared rotation (approximately 4 times a year).
• Actively learn and become a subject‑matter expert in one or more of our survey tools.
• Maintain customer service metrics.

• A passion for customer service and a love for helping people.
• Comfortable with email and phone etiquette.
• Experience in customer service and possibly technical support.
• Ability to exercise creativity in problem‑solving.
• Empathy for customers and confidence in communication.
• Independence to find answers and a commitment to continuous learning.
• Ability to prioritize and get things done amid many distractions.
• Proficiency in learning new software applications.
• Excellent written and verbal communication skills.
• Self‑starter attitude and flexibility with frequent change.

• CompTIA A+, Security+, or Network+ certifications.
• Understanding of mobile applications and app‑store mechanics.
• Familiarity with SQL, Java, Python, SDK platform tools, Git Hub, Auth
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• Hourly pay rate of $24.04.
• Eligibility for an annual bonus and the Employee Participation Program.
• Health and disability coverages, 401(k) with match and immediate vesting, unlimited time off, and twelve paid company holidays.

Alchemer is committed to attracting, developing, and promoting a diverse workforce. We infuse DEI throughout all internal practices and encourage people from underrepresented backgrounds to apply. If your experience does not perfectly align but you possess some of the listed qualifications, we encourage you to apply anyway.

Alchemer accepts applications from candidates who reside in Colorado, are legally authorized to work in the U.S., and do not require current or future immigration sponsorship.