Company
Location
Georgia Southern, GA - United States of America
Job type
Full-Time
JavaScript Job Details
Overview
Mailchimp’s Product Support Team works around the clock to help empower our users all overthe world via chat, email, and phone support. Our Product Support Specialists are extremelysmart and slightly quirky, and we’re looking to grow our team. You will be interacting with ourdiverse user base every single day assisting with their questions and challenges. You are a self-starter, with excellent communication skills and a knack for connecting with others. You arepassionate about helping others, strive to provide extraordinary support, and flourish in a fast-paced collaborative team environment. Tech-savviness is great, but more important is awillingness to grasp the ins-and-outs of the Mailchimp application, a strong desire to learn newthings, and comfort giving and receiving feedback. You will also assist in the process ofidentifying bugs, providing feedback, and improving our app. If this sounds like you, we wouldlove to hear from you!
What you'll bring
Have a Bachelor’s degree or relevant work experience Have 3+ years of experience in a Tier II or higher customer facing role for a SasStechnology company Have proven work experience as exceptional technical support professional Have the ability to address complex topics with ease and rarely require escalation.
Have excellent problem-solving and communication skills, both written and verbal Have the ability to empathize with customers and convey confidence Are comfortable working in cross-functional collaboration with Product, QA, Engineering,and Technical Content Teams. Have the ability to be resilient and adaptable to a dynamically changing business andproduct Are self motivated and internally driven Are trustworthy, reliable with a high level of integrity Are customer obsessed Bonus points for:
Experience working in a remote environment Familiar with helpdesk/CRM software (eg. Zendesk, Salesforce) Familiar with API’s and coding languages like Javascript and Python Background in Information Technology, Computer Science or relevant field Experience providing technical support to VIP clients
How you will lead
Engage with customers and troubleshoot issues through chat, email and phonechannels Diagnose and troubleshoot advanced technical issues varying in complexity anddetermine the appropriate course of action Ask customers targeted questions to quickly understand the root of the problem Meet internal Service Level Agreements and Key Performance Metrics Be an escalation point for our Representatives working through advanced technicalissues Prioritize and manage several open issues at one time Recognize trends with reported issues and communicate them to appropriate internalteams Partner and collaborate with leadership on strategic projects as needed Travel— 0%. Supervisory responsibilities—as an IC level role, this position does not have directreports.
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