by twochickswithasidehustle | Sep 27, 2021 | Uncategorized
The Shortlist Technical Support team is dedicated to delivering a world-class experience to our customers and their external partners. We are there to answer support tickets and general questions via all available channels. As the first point of contact, we triage issues and provide solutions by leveraging all of the resources we have at hand. The Technical Support Specialist is a vital, customer facing role within the team, ultimately responsible for making our customers feel heard and prioritized. The Technical Support Specialist role reports to the Vice President of Customer Success.
Key Responsibilities:• Be an ambassador for the company and positively represent Shortlist by developing goodwill in all customer interactions, with clients requesting support ranging from company CEO’s to freelancers• Approach customers with a can-do attitude, efficient approach and dependable follow-through• Diagnose nuanced performance issues• Manage the escalation process and work collaboratively with teammates to report and track problems you cannot solve• Help us build our knowledge base by actively updating and adding to product documentation, FAQ’s, and support or training materials• Be ready and willing to step up and go the extra mile to provide superior customer service• Work with the entire CS team to develop processes that improve customer success• Learn the Shortlist product from top to bottom and become a product expert
Required Experience & Skills:• At least 2 years in a technical support role• Comfortable using tools like Intercom, Zendesk, etc.• Expert technology troubleshooting and problem-solving skills in a professional environment using chat/phone/email/social media• Experience handling multiple projects simultaneously• Track record of professional and effective verbal and written communication skills with customers• Great English proficiency• Ability to excel in a fast-paced environment, embrace change, and show good judgment• Be flexible with hours and willing to work weekends as needed
Consistently Demonstrates:• Attention to detail• Ability to manage multiple priorities• Self-motivation• Commitment to high quality work• Passion for customer support• Effective communication style
Perks at Shortlist:• Work closely with a cross functional team of highly motivated and intelligent folks with a unique range of startup and enterprise experience• Vibrant company culture with frequent team building events• Fast pace learning environment with significant availability for new opportunities • Competitive salary• Workspace membership• Unlimited PTO
APPLY HERE
by twochickswithasidehustle | Sep 27, 2021 | Uncategorized
The ideal candidate will be a problem solver, analytical, have superb communication and technical skills, and can work in a dynamic, constantly evolving environment. Customer experience is a top priority.
Role Responsibilities
- Answer pre-sale, education and product-related questions through email support and live chat.
- Troubleshoot and resolve configuration and technical issues for customers so they can succeed with our product
- Prepare technical documentation for internal and customer use
- Test the product in real-life situations before release
- Work closely with developers and report bugs through GitHub
This outline indicates the major responsibilities of this role on a regular basis. This is not an exhaustive list of role responsibilities.
Required Qualifications
- Strong verbal and written skills in English
- Ability to work independently
- Experience with WordPress CMS, Plugins and Themes
- Experience with front-end technologies: JavaScript, HTML, and CSS
- Excellent troubleshooting skills and comfortable using the debugging console to identify and resolve issues from the browser.
- Excellent analytical and critical thinking skills – you actively seek opportunities to systematize customer service efforts to maintain quality expectations; documenting and enhancing processes to maximize individual and team productivity.
- Resourceful – you know how to find answers and do homework before reaching out or escalating tickets to more senior team members
- Excellent time-management skills
Preferred Qualifications
- Experience with software customer service
- Experience with PHP
- Familiar with software testing procedures
- Familiar with Github, creating Github issues and pull requests
- Familiar with writing Technical Documentation
- Familiar with Photography
- Experience working remotely
Key Performance Indicators
- The number of customer support tickets resolved
- Quality of responses as graded by supervisor
- Response time and happiness score (rating from the customer)
- The number of documentation tasks completed
Location
We are a 100% remote company. We support our team working anywhere that suits them, as long as strong communication can be maintained during our core business hours via Slack and your tasks are fully completed each work day.
What we offer
- Work from Home – You can choose to work from home or anywhere that has internet. We value people that are self-motivated to produce results without someone looking over their shoulder.
- Responsible PTO – We all need time away to recharge, travel, take care of personal stuff, or spend time with family and friends. We offer PTO days and official company holidays. After 1 year, you’ll get Responsible PTO, which means you can take whatever time you need off whenever you need it without worrying about how much PTO you have.
- Company Retreats – Our team gets together once a year for a week to share what we’ve learned as well as to hang out and enjoy spending time with the people we work with. All expenses paid.
- Annual Bonuses – We value our team and their hard work which is why we offer annual performance bonuses.
- Paid Parental Leave – After one year with the company 30 calendar days paid maternity/paternity leave and up to 60 calendar days total time off with position guaranteed.
- Invest in You – We offer opportunities for personal and professional development and training. Whether it’s learning new coding languages or design tools, we’ll support you in doing what you love.
- Fun Environment – We’re a welcoming group that loves tacos, video games and silly GIFs. The chats are always fun and sometimes random while we work.
APPLY HERE
by twochickswithasidehustle | Sep 27, 2021 | Uncategorized
About the Role
We are hiring Tier 3, Product Support Engineer to join a highly technical support team. You’ll be responsible for ensuring that any and all issues that arise during your interactions with customers are swiftly resolved, while creating engaging conversations that inspire an affinity with our brand. We’re here to help our customers every day so the ability to work a flexible schedule is important.
What You’ll Do…
- Become a product expert in the LeafLogix platform.
- Troubleshoot issues with the platform, state traceability systems, 3rd party integrators and various other external parties.
- Provide basic and targeted training as needed for customers and Tier 1 Support Specialists.
- Assist your teammates in solving new or unique problems and documenting these solutions for future accessibility.
- Identify tools for new and existing products that will assist the teams in providing efficient support.
- Assist in providing feedback to Product and Engineering with issues, trends, platform workflow optimizations, etc.
What You Bring…
- 2+ years in a technical support role.
- Experience with APIs, JSON, SQL, TCP/IP.
- Passion for solving technical issues.
- Very strong written and verbal communication skills as well as strong organizational skills.
- Commitment to providing an exceptional customer experience with patience and adaptability.
- Cannabis industry experience a plus.
You’ll Get…
- Competitive Salary
- Equity
- 401(k)
- Full Benefits – Medical, Dental, and Vision Insurance
- Flexible vacation and sick days
- Technology (hardware, software, reading materials, etc..) allowance
APPLY HERE
by twochickswithasidehustle | Sep 27, 2021 | Uncategorized
Who are we?Q-Centrix is a leading healthcare information solutions provider with offices in Chicago, IL and San Diego, CA, plus more than 600 clinical experts working remotely in 49 states. Our team of smart, ambitious, and fun-loving healthcare professionals are 100% focused on improving the quality of patient care at hospitals throughout the country.
What’s the job?We’re seeking an organized, efficient and highly motivated Information Systems Team Lead to report to the Manager of Client Access.
As IS Team Lead, you will…
- Drive SLA Performance
- Ensure day-to-day Helpdesk Team operations are performed according to SOP in conformance with established SLA’s
- Assign/Track Tickets
- Appropriate and timely escalation of Helpdesk tickets.
- Technical Mentor
- Provide strong technical guidance to staff in troubleshooting, efficient resolution and act as a technical escalation as needed to help resolve support issues
- Process Improvement
- Serves as a first-line resource for the team for technical related processes, communications, and follow-up requests
- Suggest methods to improve operations, efficiency, and service to our internal and external clients.
- Work with Manager/Director to ensure new processes and training initiatives are implemented in a timely and effective manner.
- Liaise between our Operations staff and clients to identify outstanding issues for quick resolution.
You’re a great fit if you…
- Ability to effectively manage competing priorities with a sense of urgency
- Excellent communication skills with internal and external customers
- Service-oriented mentality – Actively looking for ways to help people; take initiative and be proactive.
- Enjoy problem-solving and don’t become discouraged when facing a roadblock.
- Bachelor’s degree or equivalent work experience.
- Experience with Excel and VLookups.
APPLY HERE
by twochickswithasidehustle | Sep 27, 2021 | Uncategorized
Who You Are:
- You love to tackle new, and often complex, problems.
- You are driven to learn and create new materials to help you, our team, and our customers succeed.
- You adapt to change well, and can easily iterate on existing tasks/projects when change is necessary.
- You are proactive, a great communicator, detail-oriented, and tech-savvy.
- You always see a project through from start to finish.
- You are able to take on new projects with minimal supervision, and you’re able to take initiative when tasked with something you’re unfamiliar with.
What You’ll Do:•
- Maintain your support ticket funnel and be as responsive as possible to the customers in your queue as well as the shared Support inboxes.
- Help the team, in general, to stay on top of the Support team’s KPIs by ensuring fast response times, high CSAT scores, and low time to resolution.
- Own the customer communication component of support tickets and ensure that customers are informed of any updates in a timely manner.
- Become skilled in the Formstack platform within 6 months.
How You Will Succeed:
- Consistently meet or exceed KPI goals
- Complete delivery of quarterly KR’s in a timely manner with a focus on results
- Research, troubleshoot and solve technical issues efficiently and effectively
- Qualify, prioritize, and close technical customer problems
- Be able to work well with other teams within and outside of the CX organization
- Communicate frequently; include any progress, roadblocks, successes, and failures
- Use tools relevant to your specialty skill to troubleshoot advanced issues
What/Who We’re Looking For:
- Typing skill, 50wpm minimum
- Proactive
- Resourceful
- Able to work successfully with minimal oversight
- Able to think outside the box and look for alternative solutions
- Willing to learn
- Handles change well
- Flexible, able to work weekends, holidays, late shift
- Must be fluent in written and spoken English
Bonus Points:
- Previous support experience
Salary Range: $40,000 – $45,000 base (USD)
APPLY HERE
