IT Support Specialist

6sense

6sense

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Tuesday, February 6, 2024

Our Mission:

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers.

We want 6sense to be the best chapter of your career.

IT Support Specialist

The Company:

It’s no surprise that 6sense is named a top workplace year after year — we have industry-leading technology developed and taken to market by a world-class team. 6sense is Top Rated on Glassdoor with a 4.9/5 and our CEO Jason Zintak was recognized as the #1 CEO in the small & medium business category by Glassdoor’s 2021 Top CEO Employees Choice Awards.

In 2021, the company was recognized for having the Best Company for Diversity, Best Company for Women, Best CEO, Best Company Culture, Best Company Perks & Benefits and Happiest Employees from the employee feedback platform Comparably. In addition, 6sense has also won several accolades that demonstrate its reputation as an employer of choice including the Glassdoor Best Place to Work (2022), TrustRadius Tech Cares (2021) and Inc. Best Workplaces (2022, 2021, 2020, 2019).

6sense reinvents the way organizations create, manage, and convert pipeline to revenue. The 6sense Revenue AI captures anonymous buying signals, predicts the right accounts to target at the ideal time, and recommends the channels and messages to boost revenue performance. Removing guesswork, friction and wasted sales effort, 6sense empowers sales, marketing, and customer success teams to significantly improve pipeline quality, accelerate sales velocity, increase conversion rates, and grow revenue predictably.

The Opportunity:

6sense looking for an IT Support Specialist who is passionate about providing amazing customer experience while delivering outstanding technical support. Our team works cross-functionally with our partners in IT Operations, IT System Engineering, Security, People Ops, Facilities, and other teams to coordinate work, handle ticket escalations, and resolve issues. We onboard new employees, provide new hardware, provide hands-on support, and adhere to security standards for all 6sense employees globally. Ultimately, we are responsible for supporting 6sense around the world. You will be a customer service and support all-star player, working in a hybrid model while assisting our customers in the office via in-person walkup, support tickets, email, or chat as needed and remotely from home.

What we’re looking for:

  • Minimum of 3 - 5 years' experience in IT Support in a professional environment.
  • Minimum of 3+ years’ experience working in a global company/team dynamic.
  • Strong customer service, problem-solving, and teamwork abilities.
  • Outstanding written and verbal communication and interpersonal skills.
  • Experience using and managing ticket-based enterprise workflow management systems, particularly Freshworks, JIRA, and other Atlassian products, Zendesk, ServiceNow, etc.
  • Extensive Technical knowledge of MacOS, 10.12.x, 10.13.x, 10.14.x, iOS, and Android
  • Advanced knowledge of Windows 10 and 11
  • Basic knowledge of Linux
  • Network fundamentals (laptop connectivity, VPN, printing, troubleshooting 101)
  • Experience administering Microsoft Outlook 365 for Enterprise, IM systems and SSO
  • Experience with video conferencing solutions and support (Zoom, BlueJeans, G-Meet, MS Team, Skype, etc.)
  • Experience with VOIP systems (RingCentral, Dialpad, Hangouts, Salesloft, etc.)
  • Ability to participate in an on-call rotation that includes after-hours and weekend support.
  • Ability to travel to 6sense offices globally as needed.
  • Some heavy lifting is required.

In this role, you will:

  • You will be the customer service and support evangelist, assisting our customers via in-person, support ticket, email, or chat as needed. You will work closely with IT staff to maintain IT support documentation, manage multiple IT queues, and help handle ticket escalations for our global IT Support team. You love building relationships with customers, business partners, and IT team members alike. You are passionate about IT end-user support, have an excellent background in Windows/Mac software, and hardware troubleshooting, and are hungry to learn/grow in an Enterprise IT environment.
  • Perform hardware repairs, upgrades, and migrations, and resolve problems in a timely manner or escalate on behalf of customers to senior technical staff. You will also need to travel to support our distributed offices and locations while supporting endpoint security standards (antivirus/firewall/patching/two-factor authentication, in-office events, etc.).
  • Handle system access and maintain user accounts, passwords, data integrity & security while assisting with the onboarding process, prepping and deploying systems, and leading our new hire orientation. All while managing the asset life cycle process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes.
  • Help to evaluate hardware and software solutions and participate in IT projects.
  • Experience in providing technical support in an Enterprise environment and a love for solving problems with a high level of professionalism and passion for customer service.
  • Comfort in working with and supporting all levels of an organization, up to and including company executives.
  • Enthusiasm and desire to learn and continuously develop your technical skills with an appreciation of the details, including maintaining and updating IT documentation and procedures.
  • Extensive experience in documenting the status of cases and providing updates to customers, the global IT team, and leadership. With an understanding of the importance of inventory management, the asset lifecycle, and how to maintain an organized help desk.
  • Experience in being a part of both a global and local team with a love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.
  • Work in a hybrid environment and visit the office 2+ times a week depending on the business needs.

Additional Information:

Why are you a great fit?

  • Every person in every role at 6sense owns a part of defining the future of our industry-leading technology. You’ll join a team where curiosity is prized, no one’s satisfied with the status quo, and everyone’s all-in on the collective good. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers.

We want 6sense to be the best chapter of your career.

Feel part of something

  • You’ll be part of building tomorrow’s tech, revolutionizing how marketing and sales teams create, manage, and convert pipeline to revenue. And you’ll be seen and appreciated by co-workers who challenge you, cheer you on, and always have your back.
  • At 6sense, you’ll experience the passion from customers and colleagues alike for our market-leading vision, and you're entrusted with applying your unique talents to help bring that vision to life.

Build a career

  • As part of a company on a rocket ship trajectory, there’s no way around it: You’re going to experience unparalleled career growth. With colleagues as humble and hungry as you are, and a leadership philosophy grounded in trust, transparency, and empowerment, every day is a chance to improve on the one before.
  • Enjoy access to our Udemy Training Library with 5,000+ courses, give and get recognition from your coworkers, and spend time with our executive team every two weeks in our All Hands gathering to connect, learn and ask leaders about whatever is on your mind.

Enjoy work, and your life

  • This is a place where you’ll do your best work and inspire others to do theirs — where you’re guaranteed to make real connections, for life, along the way.
  • We want to help you prioritize health and wellness, today and tomorrow. Take advantage of 100% employer-paid dental & vision; a monthly stipend to support your physical, mental, and financial wellness; generous fertility and adoption benefits; paid parental leave; short- and long-term disability insurance; and an employee assistance program. Plus, we have an open time-off policy, so take as much as you need.

Set for success

  • A vision as big as ours only comes to life when we’re all winning together.
  • We’ll make sure you have the equipment you need to work at home or in one of our offices. And have the right snacks, pens or lighting with our work-from-home expense reimbursement allowance. We also partner with WeWork to make sure that if your choice is a hybrid of home and office, we have you covered in the locations they’re offered.
  • That’s the commitment we make to every one of our employees. If this sounds like a place where you'll thrive as you take your success to the next level, let’s chat!

Our Benefits:

Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.

We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions, and everyone has access to meQuilibrium – a platform to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.

Equal Opportunity Employer:

6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to jobs@6sense.com.