West Coast Customer Support Agent

Website Retail Zipline

Retail time operations for retail

Overview

We are an early stage, well-funded company. We have awesome investors, great customers and are looking for a Customer Support Engineer to help us ensure our customers are successful with our product. For this role, we are looking for someone who will provide top-notch service while simultaneously improving the overall customer service process. Your job is to technically understand Zipline’s entire product offering so you can handle escalated support requests from our Level 1 Customer Support Reps.

At Zipline our Customer Support Engineers serve on the front lines by answering questions and troubleshooting technical problems through phone, email, and chat (Intercom) We’re hiring a Customer Support Engineer who wants to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! If you are an empathetic, technically skilled problem solver with a knack for digging to the root of problems and offering solutions, then you are what we’re looking for!

Responsibilities

  • Provide Level 2 customer support in PST time zone for any escalated customer issues.
  • Provide primary front line support from 5:00-7:00 pm PST and back up for Level 1 customer support reps throughout the day as needed.
  • Achieve productivity standards and goals while maintaining the highest level of customer service; handle customer requests and questions with a thoughtful, friendly and empathetic tone.
  • Work with Level 1 customer support reps on unresolved customer issues taking lead on debugging and troubleshooting technical issues.
  • Onboarding of new customers and ensure their successful launch.
  • Work closely with our customers to identify and escalate issues across multiple business units within Retail Zipline (e.g. Account Management, Customer Success, Engineering, Product Management, etc.)
  • Proactively take on challenges, research information, troubleshoot problems and creatively deliver results.
  • Help create and maintain internal and customer-facing documentation.
  • Provide support on additional special projects as needed.
  • Develop troubleshooting tips and tools to use in diagnosis

Requirements

  • 3-5 years of proven experience in a heavy customer facing position involving technical knowledge of a companies’ products and services
  • Experience working in and assisting others through company help desk software, and other remote access desktop programs
  • Strong troubleshooting/debugging skills and a real passion for problem solving
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  • Incredibly organized and detail-oriented, with exceptional critical-thinking and troubleshooting skills.
  • Good communicator with a clear, thoughtful, and friendly writing style.
  • Proficient with productivity applications such as Intercom, Slack, Basecamp, Zoom, Loom
  • Extensive experience working with different operating systems including Windows and Mac OS
  • Good understanding of Ruby, web Services, API, and IP based protocols
  • Experience working with large scale rails applications
  • Understanding of PostgreSQL/MySQL, or other database systems is a plus

More about you:

  • Passionate about creating an amazing customer experience.
  • Retail experience is an asset, but not required
  • Outstanding listening and writing skills, and a keen ability to translate complex concepts into simple, persuasive language.
  • Team player with excellent collaboration skills to build relationships across the company with both ours as well as our customers.
  • Self-motivated, dependable, and dedicated.
  • Previous experience working remotely is a plus.

Benefits

  • Remote office: Join an effective remote team and work where you’re comfortable
  • Stock: Ownership in a fast-growing company.
  • Time Off: Flexible vacation policy to encourage people to get our and see the world
  • Benefits: 401k, and world-class medical, dental, and vision policies
  • Team Fun: Twice annual company off-sites in fun locations. We’ve done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City, Santa Cruz
  • Learning: Sponsorship of meetup and conference attendance
  • Great team: Working with fun, hard-working, nice people who are committed to making a difference!
  • And Much More…

To apply for this job please visit retail-zipline.breezy.hr.