Technical Support Champion

Olark


1 month ago

03/31/2019 14:47:10

Job type: Full-time

Category: Customer Support


You probably haven’t run into a company like Olark before.

 

We are 32 people distributed around the globe working together to fundamentally change the way people communicate with businesses. We care deeply about customer service which is reflected in our All Hands Support model. Our passion and dedication for our over 10,000 customers is a direct result of our people centric org model. We’ve been around for 10 years (!), are bootstrapped, and have an award-winning customer support team.

 

Do you love providing great customer support and have meticulous attention to detail? Do you enjoy working through bugs, solving problems, and creating sustainable solutions? If so, keep reading, because we are looking for a new member to join our incredible customer support team.

 

You will play a pivotal role in helping define our customer support culture by contributing to our positive organization and fulfilling our company goals to provide the best possible experience to our customers. We do this by building user-facing web applications and infrastructure to help thousands of people build stronger connections with their customers via real-time web chat.

 

This is a fully remote position. You must be based in the Eastern time zone within the United States or Canada. This is to ensure we have adequate range of support at all times of the day.

 

Your primary responsibilities will be:

Frontline support: interacting with existing and potential customers, primarily via Olark chat and email, and occasionally over the phone, Zoom, or social media.

Technical support and solutions: working with our customers and other Olarkers to identify (and build!) technical solutions. 

What we expect of you:

2+ years of public facing customer support experience. 

Some technical experience and interest: you enjoy finding and building out technical solutions to customer concerns; you like to hack on projects in your spare time, you enjoy debugging, and you have an action-oriented approach to solving problems. You have a basic understanding of Javascript, HTML and CSS. You also have some experience with APIs. 

Experience working with CRM and helpdesk software such as Salesforce, Helpscout and Zendesk. 

Excellent written and spoken English-language proficiency; proficiency in other languages is icing on the cake!

You must LOVE chatting with people and solving problems. 

You have incredible skills at communicating technical issues to both engineers and to new users of all skill levels. 

Experience with, or willingness to try, working remotely.

Interest in building your career within CS: working on projects that directly impact the culture and effectiveness of the CS team.

 

You can expect a lot from us:

 

First off, make sure to read about our team culture at olark.com/jobs, and our values at olark.com/values. Beyond what you see there, as a member of our support team you can expect:

 

A great remote culture and team: Even though we’re geographically dispersed, our team makes the effort to connect to one another and we provide in person opportunities to further enhance that bond. We genuinely like each other.  

A life outside of work: Olarkers generally work 40 hour weeks. Work is a marathon, not a sprint. We are building a company for the long haul.

We value your time to do focused work: We have one weekly required customer support meeting and a team wide sync. We appreciate and take advantage of the time we have to get in sync, but we also deeply value and respect our time to think and do focused work.

 

Olark is committed to diversity in its workforce. Olark is an equal employment opportunity employer and considers qualified applicants without regard to gender, sexual orientation, gender identity, race, veteran or disability status.

About Olark

Olark Live Chat connects you to the right customer, in the right place, at the right time.

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