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Product and Technical Support Specialist

Ginger Labs


1 month ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


About Notability 

Notability is an app for iOS and Mac that millions of people use to capture and review information, bring ideas to life, and go paperless. Power users spend up to 12 hours in the app per day, and we regularly hear that people buy iPads just to use Notability. The app has also been the iPad's best-selling paid productivity app for four years in a row.

Notability is used by a strikingly wide spectrum of people, from kindergarteners learning to write, to medical students studying for their board exams, to industrial painters on site visits, to lawyers taking depositions. To offer just a few more examples, it's also used by artists, businesspeople, coaches, designers, knitters, journalists, musicians, pastors, scientists, and everyday people with big ideas.

 
Your role

Because it's such a powerful tool, our users are enthusiastic about Notability. As a member of our support team, you'll channel that enthusiasm to help people do even more with the app. That means two main activities:

1. You'll help people learn how to use the app's existing features.

2. You'll help refine existing features and add new ones.

In both areas, you'll work with individual users who reach out through email, Facebook, Twitter, and an occasional phone call. You'll answer their questions, seek to understand their needs, keep track of their feature requests, diagnose the bugs they report, raise bugs with QA and engineering, and keep users in the loop about our work. Through those efforts, you'll provide excellent support for an excellent app, and you'll make our users feel like part of the broader Notability team.

You'll also interact with users as a whole by making and maintaining resources like FAQs, tutorials, release notes, troubleshooting guides, and surveys. You'll keep these concise, up-to-date, and easy-to-find so that the most important information about Notability is just a moment away whenever users need it.

Meanwhile, you'll be on the lookout for ways to make processes smoother and more efficient for both our team and our users. You'll also share the good and the bad of what we hear from users with the rest of the team to keep everyone close to our users.

 
Requirements
  • Bachelor's degree.
  • Excellent writing skills and email etiquette.
  • 2+ years of experience in online customer support for software.
  • 2+ years of experience with software such as Zendesk, Help Scout, or Groove.
 
Nice to have
  • Programming experience.
  • Degree in computer science or similar.
  • Fluency in written Chinese is a plus.
 
Traits of a successful support agent
  • Empathy
  • Curiosity
  • Patience
  • Optimism
  • Reliability
  • Resourcefulness
  • Attention to detail
  • Solution-focused mindset
  • Fascination with how other people think and work
  • Passion for delighting others
 
Working at Ginger Labs

How we work

Each member of our team contributes to all parts of our products. We trust each other to make decisions independently while also considering our common goals and values. We share ideas openly, and we collaborate across disciplines to ensure that our decisions make sense from all perspectives.

When We Work

We keep work and life balanced. We set our schedules based on our excitement to solve a problem, and we trust each other to get things done. We work from home when it will help, and we have an “as long as you get your work done” vacation policy.

Where We Work

We work in downtown SF near Market Street, just a short walk from two BART/Muni stations. Our open-plan office has height-adjustable desks to help us stay limber, a trio of rooms for small group meetings or individual work, and a shuffleboard table to help us stay coordinated (or to enjoy during happy hour :).

Remote Work

We are open to full-time remote employees who reside in the U.S.

 

Benefits

  • Competitive compensation in form of base salary, bonuses and profit sharing
  • Comprehensive healthcare fully covered for you and your family
  • Flexible work and vacation schedules
  • 401k with matching contributions
  • Matching gifts to non-profits
  • Public transit reimbursement
  • Home workstation reimbursement
  • ISP reimbursement
  • Monthly phone bill reimbursement

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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