by twochickswithasidehustle | Oct 3, 2021 | Uncategorized
Twilio is growing rapidly and seeking a Technical Support Engineer to join the Customer Interface team, supporting our customers’ use of our Console platform, and helping customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s customer interfaces.
Who?
Twilio is looking for a customer-focused Support Engineer with a demonstrated track record of providing excellent customer or technical support. We seek someone with:
- 1+ years experience communicating sophisticated technical issues to both technical and non-technical audiences via phone or email mediums
- Demonstrated ability to learn quickly
- A high competency with communicating internally and externally
- An excitement for opportunities to problem solve and troubleshoot
- Experience utilizing customer feedback to identify and drive improvements in our customer interfaces
- Enthusiasm about interacting and collaborating with other departments within Twilio while searching for the solutions our customers need
- Experience and interest in working cross-functionally with Engineering, Product Management, and Sales, and sometimes with similar cross-functional teams from partner organizations
- Demonstrated desire to understand customer trends, and document and report those trends to continue to improve our support process
- Who is able to put yourself in the customer’s shoes and have demonstrated your dedication to the customer experience
- Proven advanced time management skills, with the ability to work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures
- Ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
What?
As a Customer Interfaces Technical Support Engineer, you will:
- Wear the Customer’s Shoes: Using your strong diplomatic skills, address customer issues and provide feedback via phone, email, and chat. Help our customers to use our Console interface and help them with questions related to their account configurations, billing issues, ensuring that they are able to understand and get the most out of their Twilio experience.
- Ruthlessly Prioritize customer interactions to expedite urgent customer needs using our internal tools and ticketing system.
- Be Inclusive: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible defects.
- Don’t Settle: Spend time reviewing internal knowledge bases to stay up on industry shifts and standards.
- Be An Owner: Work to surface and document customer pain points to assist in process improvement.
We are there when our customers need us, 24/7, and this position may require working an irregular shift, including the weekend (shifts are subject to change based on evolving team and customer needs). This position will also require supporting our customers on holidays to ensure that our customer’s needs are met.
APPLY HERE
by twochickswithasidehustle | Oct 3, 2021 | Uncategorized
Job Description:
Are you a natural communicator and a great listener? Do you thrive on a team that’s focused on finding the best solutions for customers? Can you remain kind and supportive when customers share their frustrations?
The Gaming Support Specialist is responsible for providing an Excellent Customer Experience and Technical Support by promptly and accurately responding to customer inquiries/issues via Voice and digital channels. Such platforms may be, but are not limited to: Inbound calls, Webchat, messaging platforms, Social Networks and email.
We are looking for tech savvy people to provide customer support and basic trouble shooting for one of the world’s largest gaming platforms company. Due to channels of communication, some responses to customers may represent the client publicly. Responsibilities include: Providing each customer with a world class experience. Answering product and tool related questions. Guiding Customers through placing orders, updating account information, and conducting basic troubleshooting. The Gaming Support Specialist will be the front-line responder and act as a consulting concierge for helping customers find the best possible solution. These options are dynamic and change based on issue, product, service impacting events, and evolution of our client’s service offering.
At Sutherland, you can grow your own way, do interesting things, and be yourself. Our teams thrive in an environment of diversity of thought, experiences, and background – we celebrate and embrace our diversity, whole-heartedly.
What we offer:
- We provide a competitive pay and benefits
- You’ll be eligible for medical, dental, and vision benefits, EAP, health and wellness programs, and more
- And, Sutherland has tremendous advancement opportunities – 80% of our frontline leaders have been promoted!
Qualifications:
Qualifications:
- Customer Service Experience! It is important that we build a team who is well equipped to provide a top-notch customer service experience! We look for people who can engage end-users by conveying empathy, a willingness to help, and expertise.
- Tech Savvy! We look for someone who has a high level of comfort using many types of digital technology. Additionally, we look for someone with the ability to look beyond obvious solutions and experiment with different approaches to solving problems to logically troubleshoot technical issues.
- Written Communication Skills! When providing responses through chat and email, there is a need for flawless grammar, spelling and punctuation as well as well-structured responses. This helps ensure the customer is reading the message as you intended it.
- Ability to type a minimum of 40 WPM, but ideally at a rate of 50 WPM
- Attention to detail and process adherence
- Quick adaptation to process changes as needed
- Ability to work independently, self-learner
Requirements to work from home:
- Excellent Internet connectivity:
- Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
- Wireless and/or satellite Internet Service Providers are not compatible with our systems.
- In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates.
- A quiet and distraction-free, secure place to work.
- A computer with:
- 1.6 Ghz Dual Core processor (the faster the processing environment, the better)
- 4 GB RAM
- 10 GB available hard drive space
- One or more available USB ports (2.0 or greater)
- Sound/audio support
- Windows 10
- 2 Â – 20 inch monitors
- Wired Keyboard
- Wired Mouse
- A headset to use for training and meetings that is/has:
- USB
- Dual ear
- Noise-cancelling microphone
- A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications.
APPLY HERE
by twochickswithasidehustle | Oct 3, 2021 | Uncategorized
Mailchimp’s Customer Support Team works around the clock to help and empower our users all over the world via chat, email, and phone support. Our support agents are extremely smart and slightly weird, and we’re looking to grow our team. You will be interacting with our diverse 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 are passionate 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 a willingness to grasp the ins and outs of the Mailchimp app, a strong desire to learn new things, and comfort giving and receiving feedback. You will also assist in the process of identifying bugs, providing feedback, and improving our app. If this sounds like you, we would love to hear from you!
What you’ll do here:
- Engage with customers and troubleshoot issues through chat, email and phone channels
- Diagnose and troubleshoot technical issues varying in complexity and determine 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
- Prioritize and manage several open issues at one time
- Properly escalate unresolved issues to appropriate internal teams
- Recognize trends with reported issues and communicate them to appropriate internal teams
- Partner and collaborate with leadership on strategic projects as needed
We’d love to hear from you if you:
- Have a Bachelor’s degree or relevant work experience
- Have 3+ years of experience in a customer facing role for a SasS technology company
- Have proven work experience as exceptional technical support professional
- Have the ability to diagnose and troubleshoot technical issues
- Have excellent problem-solving and communication skills, both written and verbal
- Have the ability to empathize with customers and convey confidence
- Have the ability to be resilient and adaptable to a dynamically changing business and product
- Are self motivated and internally driven
- Are trustworthy and reliable with a high level of integrity
- Are customer obsessed
- Bonus points for:
- Experience working in a remote environment
- Familiar with helpdesk software (eg. Zendesk)
- Background in Information Technology, Computer Science or relevant field
How you’ll work: Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.
- Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems.
- Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
- Expecting the best: You hold yourself and others accountable to meet commitments
- Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
- Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
- Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
- Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
- Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service
*Mailchimp currently offers flexible and remote options in Arizona, Arkansas, California, Colorado, Georgia, Florida, Illinois, Kentucky, Louisiana, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, and Washington. If you are unable to work from one of these registered locations, you will not be eligible for employment.
The target base salary for this role is $44,000 to $60,000. Base salary will be determined through the selection and assessment process for this role relative to your experience and our job qualifications.
APPLY HERE
by twochickswithasidehustle | Sep 28, 2021 | Uncategorized
What you’ll do
Your daily interactions will be with paid clients helping them plan and produce the virtual aspect of their wedding. You will act as the main point of contact for all your assigned paid clients and walk them through our checklists and action items for both Wedfuly and client in the months/weeks/days leading up to their wedding. The Wedfuly process is a collaboration between the client, AV team, and wedding host, ensuring that the wedding is a reflection of their wants, needs, and of their personality.
Please note: Candidates should keep in mind that this is a part-time position with weekend hours. Week day hours will be set times for clients to book planning and rehearsal calls, weekend hours will be dependent on when you are booked for weddings.
Pay: $17/hr
Responsibilities include but are not limited to:
- Remotely host and run wedding livestream by following wedding timeline in a detail-oriented, timely manner
- Start, monitor, and coordinate all logistics for virtual events
- MC and host virtual wedding guests
- Able to work independently and delegate tasks to team members
- Coordinate with Wedfuly AV team member and onsite contact for tech setup and support in troubleshooting any issues related to onsite tech
- Offer suggestions – Provide both positive and constructive feedback to the Wedfuly team so we can continually improve the client experience
- Provide technical assistance to virtual wedding guests
- Collaborate with the Wedfuly Team to execute a seamless virtual wedding
A successful candidate will meet the following requirements and characteristics:
- Available to work weekend and holidays for client events
- You must have a reliable Apple laptop, consistent *fast* internet connection (upload speed of 5 Mbps or more), and an external monitor– or the ability to obtain these prior to the hiring date
- Strong computer skills and proficiency in MacOS. You need to have a high level of comfort in web-based applications such as Zoom, Slack, Airtable, Dropbox, Intercom, and the G Suite – no PC/Microsoft applications will be used for this job!
- Excel in a fast paced environment with the ability to pivot on a moments notice
- Ability to execute and think clearly in high stress situations
- Strong organization skills and the ability to work accurately with great attention to detail
- You are outgoing and personable and able to communicate with a variety of clients
- You are hardworking and energetic and always have a can do attitude
- You can take initiative, drive change, and take ownership of your work
APPLY HERE
by twochickswithasidehustle | Sep 28, 2021 | Uncategorized
The Customer Support team provides customer service and technical support by empowering customers to accomplish what they need to set them up for success. The Customer Support Technician holds responsibility for reactive technical support requests for the company. The Customer Support Technician’s role is to field and answer technical support requests efficiently and accurately. Our technicians are world-class customer support professionals that are constantly deepening their knowledge of the software and honing the skills required to help customers resolve their problems.
Duties and responsibilities:
- Help customers resolve their technical issues over the phone, email and messenger.
- Provide a world-class support experience for our customers by embodying a helpful, friendly, and empathetic attitude.
- Develop expertise in the NationBuilder platform and working proficiency in email deliverability, DNS and theme by leveraging internal tools, such as Sendgrid, and DNS Made Easy.
- Manage a high volume of emails and phone calls with a positive, professional, and helpful attitude.
- Document and troubleshoot product issues on the platform using our internal reporting tools.
- Monitor and review customer account user submitted content for pernicious activity using internal tools.
- Stay abreast of new NationBuilder product features and improvements.
- Identify and clearly report customer issues to other teams as appropriate within NationBuilder.
- Support the rest of the company on cross-functional issues when required.
Required areas of expertise and knowledge:
- Someone known among friends and family for being helpful.
- Someone who exudes empathy, is calm under pressure, and has a can-do attitude.
- Someone with strong reading-comprehension and listening skills, with the ability to identify the root of a customer’s need.
- Someone who relishes working in an open and collaborative environment.
- An excellent communicator on the phone and through email. Someone with excellent grammar and spelling skills, and fast, accurate typing.
- A voracious learner, constantly curious about how things work.
- At ease fielding technical questions and relentless when it comes to finding answers.
- Comfortable using tools such as Slack, Intercom and Google Docs on a daily basis.
- Willing to work weekend shifts.
- Experience with HTML and CSS, and an ability to troubleshoot website issues.
- Preferably, someone experienced in customer-facing service, such as retail, hospitality, online support, etc.
Compensation: The customer support technician role pays hourly at the rate of $22/hour.
APPLY HERE
