WHAT YOU’LL DO 

As an Associate Support Representative, you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our customers.

You are the first point of ingestion for our customer’s inbound technical issues.  Your focus will be to own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues relating to our platform. You will work in coordination with your Global Technical Support teammates to ensure that our customers are able to quickly and successfully overcome any technical issues they may face when using our platform. You’ll also regularly contribute to our knowledge database, helping to “pay it forward” allowing teammates and customers to learn quickly from your insight. Want to learn and grow in the role? Perfect! We will give you plenty of opportunity to become a subject matter expert in our platform and will challenge you with stretch projects that will help you learn about coding, marketing automation, and mobile ecosystems.

WHO YOU ARE

People say you’re a great communicator and top-tier problem solver! You have exemplary written and verbal communication skills with unparalleled follow-up skills. You leave people with the impression that you are really listening to them, understand their problem, and you’re there to help. You know how to shape a customer’s experience. You look for every opportunity to make things better and you’re all about the team. You get a thrill from helping customers and you know that even though the job isn’t easy, you’re making a difference each and every day. You’re naturally curious and you see every problem as an opportunity to learn more or help others (teammates or customers) learn more too.

WHAT YOU HAVE

• Associate degree from a 2-Year college, a certification from a technical boot camp, or similar experience-based proficiency
• 0-1 year experience supporting a technical product, ideally in SaaS or Mobile
• Excellent communication skills and customer-centric attitude
• Experience handling time-sensitive, pressure-intensive customer issues
• Working knowledge of Case Management tools like Salesforce, Zendesk or similar ticketing system
• Talent for synthesizing complex ideas and communicating them in a way others can easily understand
• Bonus:
  • Technical domain knowledge of one or more of the following: SaaS, Mobile, APIs.
  • Experience in mobile platforms (Android, iOS)
  • Experience with HTML, CSS, Ruby, Javascript or other programming language