Our mission:
We're focused on creating human capital technology for some of the world's most innovative organizations and are looking for Customer Support Associate to help us revolutionize how companies find talent. We've raised financing from some of the most notable Silicon Valley founders and investors behind Google, Facebook, Palantir, Tesla and Spotify and are looking for smart, creative people to be part of our next chapter.
Our culture:
We're building a company that allows you to work on interesting projects in a stimulating, social environment. We work flexible hours, offer unlimited vacation days, encourage team-building activities and once a year we bring the whole company together on an international gathering to connect outside of our work.
Your job:
At RolePoint, we strive to deliver quality products and service to our clients and partners. We are looking for a highly motivated, service-oriented Technical Support Associate to join our Account Management team in New York City. This is a critical, fast-paced role that supports our clients, as well as the team of Customer Success Managers who look after client relationships.
The Technical Support Associate is committed to understanding and serving our clients’ varying needs. The ideal candidate must have a commitment to providing excellent service, a sense of urgency, and an attention to detail. This is an excellent opportunity to build a new support structure within our existing client management team. It will also put you on a career path for future growth opportunities.
The Technical Support Associate will work closely with members of our Account Management and Engineering teams to help make our clients successful.
Responsibilities:
- Act as the external face of RolePoint for our enterprise clients every day, managing inbound client queries via support requests
- Act as the internal owner of all-things-support, helping our Customer Success team to manage support related tasks in a timely and efficient manner
- Use probing questions to identify client support requests; educate clients on our products and ensure they trust the level of service RolePoint can provide
- Diagnose and solve technical issues with our world-class engineering and product teammates
- Gather feedback from clients in a structured way to help the Product and Engineering teams improve our level of service
- Create customer support performance reports and metrics on a monthly basis
- Define, change, and implement a trusted support workflow/system
- Assist with various administrative tasks and reporting requests from our clients
- Willingness to travel to London for training and face-time with our Product and Engineering team
You Have:
- Bachelor's degree
- 2-3 years experience in business-to-business SaaS technology environment
- Ability to diagnose and identify technical issues, including searching through technical logs and configuring the system to suit our clients needs
- Exceptional written, verbal, and presentation skills
- Willingness to improvise and take ownership of responsibilities "outside of the job description” (this is a growing company and team, after-all!)
- Ability to (quickly & easily) identify urgent vs. non-urgent support requests
- Demonstrated ability to display trends and find areas of improvement
- Experience with enterprise SaaS technology, or customer service in a SaaS environment
- Experience in startup environment, a plus
- Experience building and implementing customer support processes, a plus
You are:
- Problem. Solver.
- Proficient in Google Docs, Microsoft Excel, support platform such as Zendesk
- Very adaptable to change and always excited to learn
- Empathetic and understanding of client issues – you communicate well, even if an issue is taking longer-than-expected to resolve
Benefits of working with us:
RolePoint provides a variety of benefits that help us focus on our mission of helping recruitment teams find the best candidates.
- Competitive salary
- Equity options to share in the success of the company
- Generous vacation and holidays (NYSE holiday calendar)
- Company retreat & off-site bringing together all our teams. 2015: Miami. 2016: New York. 2017: Iceland. 2018: TBD.
- Macbook Pro or Macbook Air, Thunderbolt Display, and your choice of peripherals
- Medical insurance with an option to buy dental or vision insurance
- Spotify and Netflix