Technical Support Representative | Home Based
Sumo Group Inc.
- Austin, United States1601 E Cesar Chavez St, Austin, TX 78702, USAAustinTexasUnited StatesUnited StatesTELECOMMUTE
- Full timeFULL_TIME
Expired 7 years ago
2017-07-13T16:15:07.321222+00:00Job closed.
Job Description
- Respond to customer issues via Zendesk ticketing system that range from:
- Login / Access issues with our product.
- Install troubleshooting with our product.
- Answer general questions about our product.
- Escalate high level technical issues to Level 2 Agents.
- Respond to tickets within the first hour they're submitted.
- Ensure that your responses are respectful, empathetic, friendly, and thorough.
Minimum Qualifications
- 1-3 years of Customer Support/Service experience.
- Experience with Chrome Developer Tools.
- Experience with OSX, Windows, Android, and iOS.
- Installed and use Sumo on a website.
- WPM: 55+
- Experience with:
- HTML/CSS and JavaScript
- Modifying and customizing websites
- Experience with Zendesk
- WPM: 75+
Who you are:
- Detail-oriented and understands that procedure makes things easier not boring or redundant.
- Quality Assurance starts with you. You get it, You understand it. You master it. You teach it.
- Technical, computer savvy, and enjoy troubleshooting complex issues.
- Master of critical thinking and love solving puzzles, because that's what problems are.
- Has nerves of steel to take on criticism but you have a heart that melts ice caps and can warm up the coldest of customers.
- Understand that support isn't about canned responses, it is about being the foundation which your team stands on in order to accomplish great things.
- Thoughtful and organized.
- Independent yet yearn to be a part of something greater than yourself.
Required Skills
- HTML
- JavaScript
- CSS
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- 1601 E Cesar Chavez St, Austin, TX 78702, USA
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About Sumo Group Inc.
Sumo is used by over 150,000 websites daily, reaching over 60+ million people. Every month, 1 in 7 people in the world visit a website that uses Sumo and it's our job to make sure the people behind those sites are taken care of.
There is nothing more important than meeting our customer's Sumo needs. We're looking for people who understand this basic principle and want to work somewhere with purpose, under leadership that listens. We provide top notch, around the clock, don't leave until you're finished type of service. Every customer we work with is our highest priority and we don't go home until they are taken care of. Seriously.
Our overnight team is highly independent and can handle all customer requests that come in with limited access to the other teams. We make sure to provide the tools our overnight team needs to succeed and thrive. Making sure our off-hours customers are taken care of is equally important as during normal hours.
We are the rockstars of SaaS support. Ask anyone at Sumo :)
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We've spent over 4 years building these tools internally to grow our AppSumo Newsletter. They helped us grow to over a million subscribers.
We've noticed lots of people struggle to collect emails because the tools just aren't available or are too expensive. So we thought, why not make our tools available for you?
Our goal, plain and simple, is to help you grow your website.