by twochickswithasidehustle | Sep 14, 2021 | Uncategorized
Reports to: Vice President of Operations
This is a part time remote from anywhere in the US position.
$15 per hour up to 20 hours per week. Flexible hours.
Job Summary
The primary role of the Live Online Producer is to provide excellent customer service to our clients as well as consultants. Will provide technical support as well as support client engagement during live online webinars via chat, text, or phone support.
Essential Job Functions
- Support a variety of online webinar platforms including LiveClicks, Zoom, Webex, Microsoft Teams and be willing to learn additional platforms as needed.
- Build strong relationships with client and internal facilitators by providing clear communication and creative solutions to problems that may arise. This may include a short meeting prior to a webinar, logging into the session early, and being available for debriefing.
- Troubleshoot audio connection issues and provide ongoing audio support throughout the webinar such as muting attendees where needed or managing audio cues
- Provide feedback to improve the webinar experience for participants and facilitators.
- Assist facilitators with administrative tasks such as capturing participant comments and distributing digital participant materials if needed.
- Assist in other projects and administrative tasks as requested.
JOB REQUIREMENTS
Job Requirements
This position requires a minimum of 1-2 years customer service and/or call center experience. Some college preferred. Proficiency with computer, Outlook, Google Drive and MS Office is essential. Position requires exceptional people skills including excellent phone and verbal communication skills. Critical thinker with the ability to troubleshoot and adapt quickly. Spanish and/or French speaking ability preferred. We are looking for a motivated team player with a strong work ethic who thrives in a fast-paced environment. Available to work a flexible schedule up to twenty hours per week.
APPLY HERE
by twochickswithasidehustle | Sep 13, 2021 | Uncategorized
Job Description:
Are you an overachiever? Are you one of those people that is just good at everything you do?
Oh, and do you want to work from home while being that awesome?
Sutherland’s Work-At-Home division is currently hiring for customer-focused individuals just like you! These full-time positions are 100% work-from-home and are only available to residents of the contiguous United States.
The Technical Support Associate will work as part of a team to solve technical problems and be responsible for supporting Sutherland Enterprise clients of varying levels and sizes. The Technical Support Associate will work in a team-oriented environment to solve technical problems and offer advice on ways to increase the value of the product and manage the resolution of technical issues for a distinct set of customers such as IT Directors, System/Network administrators, and end users who provide mission critical services to their company
Technical Support Associate in this role get to:
- Obtain a unique skillset comparable to an Enterprise Storage Administrator: gain experience working with Storage Administrators on a myriad of issues ranging from hardware, administrative software, shared drives host connectivity (NFS-CIFS), ESXI datastores, fiber channel.
- Obtain business essential certifications: some of the certification offered for reimbursement include NetApp Certified Technology Associate (NS0-003) and SNIA Certified Storage Professional (SCSP).
- Work directly with Level II Support: develop professional relationships with the customer by working directly with NetApp support.
- Concentrate on specific areas of support: As a Level 1 TSA, you will be focusing on up to four out of eleven verticals specific to troubleshooting Enterprise Storage Systems, ranging from Data Protection, Core, Virtualization, Cloud, Protocols, Hardware, and several other areas of focus.
Qualifications:
Our most successful candidates will have:
- Excellent customer service skills.
- Exposure to some understanding of enterprise level technology (i.e., networking, administration, Linux, cloud technology, virtual, fiber channel, etc.) preferably a degree or two years exposure/experience.
- High desire to learn about technology.
- Ability to multi-task/change direction when needed.
- Prior Helpdesk/Call center experience.
- A high school diploma or GED
- Basic PC keyboarding skills (30+ WPM), basic Microsoft Office experience (Outlook, Word, Excel)
- Direct client contact technical support experience (preferred)
- Excellent verbal and written communication skills; proficient reading skills
- Excellent problem diagnosis and problem-solving skills
- CRM application experience (preferred, but not required)
Excellent Internet connectivity:
- Internet speeds of 1 Mbps upload and 5 Mbps download – the faster the better!
- Wireless and/or satellite Internet Service Providers are not compatible with our systems.
- Productive work environment:
- 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.
- Sutherland is a drug free workplace, including our work-from-home positions.
Application Process:
- Complete the application, including the screening questions and behavioral assessment.
- Internet speed test for your home office.
- Virtual assessment, one link that includes a test for typing, data entry, and technical skills.
APPLY HERE
by twochickswithasidehustle | Sep 12, 2021 | Uncategorized
Job Description:
Technical Support Engineer
Chaos Engineering helps engineers test large computer systems to discover system problems before those problems cause outages. This is a foundational approach for every company that provides mission critical, always online services. Gremlin provides a platform that makes the practice much faster to implement and easier to use for both large and small enterprise customers. But our customers need help! That is where support and Technical Support Engineers come in.
About the Role of the Support Engineer
In this role, you will help our customers with any product usage questions or issues they might have. This is a great opportunity to be exposed to a wide gamut of environments and technologies, as Gremlin can be utilized on-prem, in the cloud, or in a containerized environment. You will help our customers to successfully deploy Gremlin agents and troubleshoot any issues they might have using Gremlin to orchestrate some controlled chaos. You will work closely with Engineering, Sales, Customer Success, and Product teams to rectify any customer issues and ensure that we are constantly surprising and delighting our customer base.
Responsibilities
- Provide technical support for Gremlin, via email, chat, or conferencing (Zoom, etc.) and maybe an occasional phone call
- Diagnose, troubleshoot and debug customer issues
- Reproduce customer issues in a wide array of test environments
- Drive the improvement of our documentation and other self-service support means
- Guide customers in using Gremlin to create controlled chaos through office hours
Key Skills and Attributes
*If you don’t think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box—we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.*
- 2-3 years previous work experience in technical field such as DevOps, Systems Administration, SaaS Product (Enterprise) Support, NOC, or similar
- Expert Linux administration, troubleshooting skills, and shell (bash, etc) experience
- Experience in datacenter infrastructure or public cloud providers such as Amazon Web Services, Google Cloud Platform, and Microsoft Azure
- Knowledge of containerized environments
- Experience managing ticket caseload and achieving SLA expectations
- Ticket Escalation skills and intra-team integration to get things done
- Demonstrable excellence in communications in written form, conference, or live customer troubleshooting engagements
- Demonstrable focus on and empathy for customers
- Software QA or testing/troubleshooting experience
- Technical documentation experience
- Etiquette and Emotional Intelligence
- Focus and Decision Making
- Active Learning and Research
- The ability to actively contribute to a shared vision, participate as a team member of the CS organization, and speak up when you have ideas!
- The ability to communicate to your manager when you need help
About Gremlin:
Our founders, Kolton Andrus and Matthew Fornaciari, lived and breathed incidents, on-call, and Chaos Engineering at Amazon and Netflix. As “Call Leaders†they were responsible for guiding teams through analyzing and resolving global outages. After a decade of developing and advocating Chaos Engineering internally, in 2016 they decided to make what they had learned available to a wider set of enterprise companies and launched Gremlin.
Since then, Gremlin has built an incredible team of industry veterans and people eager to learn from one another while pushing the entire industry forward to new heights. We’re backed by top-tier investors Index Ventures, Amplify Partners, and Redpoint Ventures. Our customers love us, and we’re thrilled to be a partner in their success.
At Gremlin we value:
- OUR CUSTOMERS – We won’t be a company if our customers aren’t thrilled. We live and die by our customers, so they come first.
- ACTION – We favor small experiments to gather data rather than over analyzing a situation. Getting stuff done always beats talking about getting stuff done.
- CONTEXT, NOT CONTROL – We hire autonomous adults with good judgement. We provide them with the context to make smart decisions. We don’t micromanage.
- BEING VOCALLY SELF-CRITICAL – We all make mistakes, we all have ways in which we can improve. We own that up front, and honestly discuss ways in which we’ve personally made mistakes and can get better. Then, we encourage and help one another succeed at doing so.
- DIVERSITY, EQUITY, & INCLUSION – We are at our best when we encourage and include the thoughts and voices of people from many diverse backgrounds into our strategy and execution. We recognize that systemic racism and gender bias are real and that we aren’t perfect, so we actively work to encourage the difficult conversations, to listen, and to change as we discover our blind spots so that Gremlin is a company all of us feel proud to be a part of.
- FRUGALITY – We are working to build a profitable company and create a new practice in the industry. We spend money on the right things, like making sure employees have the tools they need to be successful and the company has what it needs; we simply choose not to waste what we have and not to buy what we don’t actually need.
You are welcome at Gremlin for who you are. The more voices and ideas we have represented in our business, the more we will all flourish, contribute, and build a more reliable internet. Gremlin is a place where everyone can grow and is encouraged. However you identify and whatever background you bring with you, please apply if this sounds like a role that would make you excited to come into work every day. It’s in our differences that we will find the power to keep building a more reliable internet by building and designing tools used by the best companies in the world.
APPLY HERE
by twochickswithasidehustle | Sep 12, 2021 | Uncategorized
Job description
Taproot Plus, Taproot Foundation’s online marketplace for pro bono, directly delivers on our mission by connecting nonprofit professionals with passionate, skilled volunteers who share their expertise pro bono via online, virtual programming.  Through Taproot Plus, business professionals deliver expertise and support in areas like marketing, strategy, HR, and IT so that organizations are even more equipped to positively affect society. This role sits on the Program Operations team, which supports the organization’s online programs as well as the organization’s technology infrastructure. 
 
The Taproot Foundation is seeking a Program Associate to manage the Taproot Plus Help Desk, which receives consistent, daily communications from users experiencing technical challenges with the platform or with questions on our programs and services. This job provides an exciting opportunity to support an agile product team in analyzing and optimizing the design of our online programs in an effort to scale quality skills-based volunteering in the United States and around the world. The ideal candidate is a proactive self-starter and excellent communicator with a strong ability to address multiple concurrent tasks in a fast-paced environment with a flexible level of direct supervision.
 
This is a full-time remote position and can be located anywhere in the United States. Taproot Foundation has offices in New York City, San Francisco, and Los Angeles. The Program Associate reports to the Customer Success Manager.  
This job is for you if:
- You are passionate about delivering top-notch customer service and want to help nonprofits thrive through community building
- You understand the impact pro bono service can have in making positive social change, and you are energized by working with nonprofit professionals and volunteers to make it happen
- You are enthusiastic about program and product management and focused on using technology for good
- You thrive in an agile environment
- You continuously look at, question, and understand services and your customers’ relationship with those services to maintain your north star
- You are comfortable working both independently and in coordination with cross-functional teams, and you are able to juggle multiple projects with lean resources and prioritize effectively.
Requirements
CORE RESPONSIBILITIES
- Manage the Help Desk, which includes fielding and responding to a large number of daily email and phone inquiries in a timely manner and processing and tracking those communications within internal systems and tools
- Provide customer service support to nonprofit and skilled volunteer users on Taproot Plus, mostly via email
- Effectively document and communicate feedback received through the Help Desk
- Assist the Product Manager in reviewing and resolving any customer-facing issues in a timely manner
- Use lean design principles in partnership with the Program Operations team in testing, evaluating and improving the quality of the user’s experience within Taproot Plus
- Support the Customer Success and Engagement teams in the successful management of the nonprofit and volunteer Taproot Plus customer service experience, including Help Desk interactions as well nonprofit and volunteer project consulting and troubleshooting
- Screen nonprofit organizational challenges and consulting with users via email and phone on how best to address those needs via Taproot Plus
- Collaborate with Marketing and Advisory Services staff across Taproot’s offices to support effective program implementation across markets as relevant.
EXPERIENCE AND SKILLS
- 1+ years experience supporting or managing nonprofit programs
- Must have a high school diploma or equivalent
- Proficient with computer and Microsoft Office applications
- Requires excellent oral and written communication skills, as well as the ability to identify and correct problems
- Role requires the ability to be a proactive self-starter and is able to multi-task.
Position type: Full-time, exempt
Salary Range: Up to $55,000 on an annualized basis, which may be adjusted to reflect geolocation of candidates
Location: Remote anywhere in the United States.
APPLY HERE
by twochickswithasidehustle | Sep 12, 2021 | Uncategorized
REMOTE, U.S., SELECT U.S. CITIES /SUPPORT /FULL-TIME (REMOTE)APPLY FOR THIS JOBHere at Beyond, we are passionate about helping short-term rental owners and managers be successful. Backed by the world-class Bessemer Venture Partners, we have grown from a bootstrapped company of a few to the market leader in our category. We attribute our success to our belief that the people are the most important part of a business and our commitment to being a fantastic place to work.
It’s with that in mind that Beyond Pricing is looking to add a Customer Support Specialist to join our growing Support Team. We pride ourselves on providing an outstanding customer experience and as the world and travel landscape shift around us, so too do the needs of our customers. This role plays a key component in ensuring that our customers not only survive but thrive in this environment.
Please note, the schedule for this role is Saturday – Wednesday.
As our Customer Support Specialist, you’ll be responsible for:
- Acting as the first point of contact for all technical support questions for our largest customers
- Providing thoughtful, empathetic, and personalized email and chat communication to Beyond users
- Responding to technical inquiries efficiently and concisely, while following the appropriate escalation process to ensure customers’ needs are met in a timely manner
- Documenting learnings to assist troubleshooting efforts of other team members
- Troubleshooting integration-related questions and inquiries
- Managing the requests/questions of our high-value clients in a timely manner
- Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers
- Further developing customer support processes as our customer base continues to grow
- Owning performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics
So what kind of person are we looking for in this role? The person who will be successful in this role will:
- Strive to reinforce our expertise, professionalism, and thoughtfulness in each interaction with customers and partners
- Have a natural curiosity and desire to find the root cause of a problem
- Like working with numbers and can use your strong interpersonal skills to communicate clearly and effectively with clients
- Be comfortable fielding inquiries from enterprise-level customers and handling integration-related question
- Be interested in personal and professional growth. The role will provide cross-functional business exposure and experience with the day-to-day operations of startup life, with the potential to grow in multiple areas of the company including Customer Success, Integration Support, Product, etc.
Now that we’ve told you what the job looks like, here are the qualifications we’re looking for in a candidate:
- 1+ years of experience working in Customer Support or Service
- A passion for outstanding customer support and the role it plays in making the larger team successful
- Strong communication skill and experience communicating difficult, technical concepts with customers in a professional and thoughtful way
- An empathetic approach with the ability to understand customer pain points and genuine desire to help our customers resolve issues
- A drive to identify creative ways to improve the customer experience and don’t hesitate to suggest new, out-of-the-box ideas
- The desire to dive into issues and understand what is going on beneath the surface. You know when something is over your head and are not afraid to ask for help
- Experience balancing multiple tasks and customer needs simultaneously. Ability to prioritize your workday independently
- Ability to handle working in a fast-paced work environment
- Experience working with software or the ability to learn a wide variety of tools. Advanced Excel knowledge is a plus
So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:
- Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
- Meet with our Manager of Support for a deeper dive video conversation
- Complete short assignment relevant to the role and meet with a few additional members of the Customer Experience team
- Meet with our Co-Founder & CTO
We are passionate about cultivating a diverse team so if you think you have what it takes but don’t necessarily meet every point on the job description, please apply anyway!
Company Values:Â
We are serious about our core values – We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It – if those resonate with you, and you’re ready to work with a team that lives and breathes those values, we want to hear from you.
APPLY HERE
