Trello Support Engineer

Atlassian


2 months ago

06/30/2019 10:21:23

Job type: Full-time

Hiring from: Netherlands, UK, Germany, Turkey

Category: Customer Support


Job Description

Customer support at Trello is different.

To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers are not amazingly happy, they get their money back with no questions asked. Our front line staff are empowered to make our customers happy. Usually, it means tapping a broad range of resources, whether that’s making sure you have all the right software, or working directly with an engineer to troubleshoot a case. You’ll have what you need to get the job done.

You will not be glued to the queue. Sure, we need to get back to customers via email—that will always be there—but support is so much more than grinding through an inbox. This is a real problem-solving job. You’ll have an incredible amount of autonomy in determining how best to contribute your talents and skills to Trello. Think a short video will help customers get started? Make it. Want to write a script to help a customer with the API? Go for it. There’s plenty of room for creativity and technical exploration when it comes to better serving our customers.

The other side of support is working with the other teams at Trello. All of our teams—engineering, marketing, sales, etc—benefit from support's role in working directly with customers. It will be your job to figure out how we can serve them as effectively as possible. This is no small task, especially when communication is happening asynchronously across time zones. For example, when working with the engineering team, you need to know when a bug can stay under the radar versus when you should sound the alarm.

Additionally, Atlassian is a terrific place to work. Great products and a fantastic reputation in business and tech have brought in customers globally, including NASA, Sony, and the United Nations. With offices in Sydney, San Francisco, Austin, Amsterdam, and remote folks all over we are growing really fast and are full of opportunities!

The Trello Support Engineer can be located in any of the following countries: Netherlands, UK, Germany, Turkey. This is a fully remote position.

Job summary

We don’t want people to just use Trello, we want them to love it. We’re looking to add a person to our support team who is friendly, helpful, and already loves Trello. Your top priority will be to transform our users into super-fans.

You’ll do this by:

  • Troubleshooting and answering their questions via email and social media

  • Configuring and troubleshooting SAML-based SSO setups with Trello Enterprise customers, both by email and over the phone when necessary

  • Relaying insights from customers on to our product team

  • Providing service status updates via our StatusPage and social media

  • Crafting documentation and other support materials that empower users to serve themselves

We use a variety of tools to ensure fluid communication between our customers, support, and the product team. These include email, social media, written documentation, video, internal chat, and Trello itself. Your ability to listen to customers, identify common themes, and communicate clearly will be incredibly valuable to our users and our team.

More about you

We’re believe a great candidate can hit that sweet spot between a technical and a customer facing role. You have a drive to learn new technologies and are responsible for owning customer issues until resolution. You're a great fit if you have top notch written and verbal communication skills, along with a comfort communicating with customers. You have basic Operation Systems knowledge (Mac and Windows), familiarity with reading console errors, and a Bachelor's Degree in Computer Science or equivalent demonstrated experience.

Requirements

  • Knowledge of Trello and passion for the product

  • Previous experience providing email support as a primary job responsibility. You've done full-time professional email-based support before.

  • Experience with Enterprise-grade SAML configuration and/or troubleshooting, or equivalent technical experience in that area

  • Basic understanding of HTML, CSS, and Javascript

  • The ability to communicate clearly and positively through written and spoken English

  • A broad creative or technical curiosity

  • Two-year commitment to working in support at Trello.

  • Comfort working independently—in some cases you will be the only team member working, based on timezone. You’ll work within the standard working hours of your timezone.

One or more of the following skills would also contribute to your role on the support team:

  • Strong writing skills

  • Experience working remotely, or on a heavily-remote team

  • Programming experience in any language

  • Fluency in languages in addition to English

More about our team

We are a different kind of software company: one that listens to client needs, values innovation and solves customer problems with brilliant simplicity. If you start your career with Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great. Keyword: TRUST.

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • This role is remote. Ability to work East Coast business hours and weekends on a shift schedule required.

    Customer Support is the key to BlackBird’s success, and we are looking to expand our team of CS Specialists.

    We’re looking for highly motivated individuals with a passion for travel to take customer support to the next level. You will be responsible for providing the ultimate customer experience to our guests in the booking process and beyond.

    You believe in helping customers as quickly and efficiently as possible with a smile on your face and in your voice! Your written communication is flawless, grammar is your strong suit and interacting creatively with others is your preferred work environment. Your attention to detail is impeccable, ensuring timely and accurate completion of needed travel arrangements. Challenges don’t set you back, but instead are welcomed with excitement and enthusiasm to expand your ever-evolving knowledge of the travel industry.

    Our perfect team member is a detail-oriented, self-motivated, multitasking, team player who is interested in becoming an integral part of a fast-growing startup that’s disrupting the travel industry.

    This role will be reporting to the Head of Customer Support.

    Key Responsibilities:

    • Assisting customers with adjusting, removing and editing existing travel reservations

    • Maintaining customer’s travel itineraries and confirming upcoming reservations

    • Helping app users with any questions or concerns they might have through live chat

    • Maintaining excellent communication between customers, charter partners, and internal team members

    • Understanding the app booking process and foreseeing and preventing possible confusion points before they occur

    • Sharing customer feedback across the organization for continual enhancement of the BlackBird platform

    Qualifications and Characteristics:

    • 2+ years working in the customer support industry

    • Proficiency in Google Sheets, Excel, and email

    • The ability to work under pressure and effectively multi-task

    • Availability to work on Saturdays and Sundays

    • This role is remote. Ability to work East Coast business hours and weekends on a shift schedule required. Your direct employer will be a third party and you will be on assignment at BlackBird.

  • Yesterday

    Overview

    Treehouse is looking for an enthusiastic and self-motivated Customer Support Representative with at least 3 years of customer support experience. The ideal candidate will have demonstrated experience working in a remote environment answering technical, billing, and general inquiries. The person hired for this role will also be comfortable answering emails, live chat, returning phone calls and cross-team collaboration.

    As a Customer Support Representative, you’ll be part of a fast moving team that genuinely cares about its students and their success. Patience, problem-solving, strong verbal and written communication are just a few of the things you’ll need to succeed in this role.

    Responsibilities

    • Review and respond to student inquiries via email and live chat

    • Document feedback and relay information to various teams to further enhance the student learning experience

    • Work to resolve issues by researching the cause of the problem and working out solutions in partnership with other teams and the student themselves

    • Engaging with our students through various social media outlets and on our Community forum

    • Account management and student billing

    Qualifications

    • Minimum 3 years of customer support experience required

    • Proficient in working online and in a high productivity environment

    • Experience with online support tools such as help desks, ticket systems and chat programs preferred

    • Excellent communication skills, both verbal and written

    • Learns quickly uses errors as a learning opportunity

    • Works effectively independently and as part of a team

    • Finds ways to stay motivated even when the work is repetitive

    • At the same time, demonstrates comfort working in a rapidly-changing environment

    • Fluent in English (additional languages are a plus)

    Benefits

    • In addition to innovative, exciting and meaningful work, Treehouse team members enjoy:

    • Health Care: Medical, dental and vision.

    • Retirement: Company matches up to 6% of salary if elected. Fully vested from date of enrollment.

    • Life Insurance and AD&D

    • Group Long-Term Disability

    • Flex Spending: Medical / Dependent Care

    • Holidays: 9 paid holidays plus a 1-week shutdown in December

    • PTO: 144 hours per year (accrued at 12 hours per month)

    • Wellness allowance $125 per check to invest in items and activities that contribute to your overall wellness

    • Education: Reimbursement of up to $1,500 per calendar year for expenses related to education

    .... and more!

    About Treehouse

    Our mission is to diversify the tech industry through accessible education and apprenticeship, unlocking the door to opportunity and empowering people to achieve their dreams.

    We will do this by training and placing people from all backgrounds into apprenticeships. This will empower companies to invest in their neighborhoods, create balanced, diverse and inclusive teams, and support the livelihood of their local communities.

    Join us, and you’ll play a part in serving and placing thousands of apprentices and raising their annual income significantly. This will create billions of dollars of generational wealth for hard-working families that have been locked out of the American dream.

  • About us: Givebutter powers donations, campaigns, and events for thousands of organizations – from youth robotics teams to national nonprofits – through its low-cost and user-friendly fundraising platform. The company was founded in 2016, and built entirely in-house by co-founders Max Friedman and Liran Cohen, without any outside investors.

    The job: We're looking for a hard-working individual who will become the first member of our Customer Success team. This will be a diverse and unique role spanning the entire customer journey — from support to sales to marketing. No previous experience is necessary, but extremely strong writing and communication skills are a must.

    What you'll do, and why:

    SUPPORT - As Givebutter has grown, so have our customers! We now power donations for more than 2,000 organizations, ranging from little league baseball teams raising $5,000 per year to national nonprofits raising over $500,000. Your job will involve supporting these awesome customers. This may include:

    • Answering customer's questions as they have them

    • Writing Help Center articles so customers can answer their own questions

    • Improving our customer onboarding flow to help maximize conversions

    • Leveraging Intercom, our support tool, to its fullest potential

    • Managing customer feedback and feature requests in Givebutter's Community Portal alongside our engineering team

    SALES - While most Givebutter customers sign up themselves in minutes, bigger organizations often need a bit more handholding. Your job will involve converting more of these high-value customers. This may include:

    • Scheduling demos and calls with potential customers

    • Creating sales documents and materials

    • Building relationships that persist from sales to support

    MARKETING - The majority of our customers hear about us through word of mouth. Your job will involve keeping us top of mind for them. This may include:

    • Contributing to our monthly email newsletter

    • Writing occasional blog posts

    • Managing our testimonials and reviews campaigns

    • Interacting with customers on social media

    • Creating and sending out Givebutter swag!

    What you bring, and why:

    • PEOPLE SKILLS – you have exceptional written and oral communication skills. Your ability to interact with customers and generate positive outcomes is the most important aspect of this job. The majority of your work will involve working one-on-one with customers, who are the lifeblood of our business.

    • WORK ETHIC – you love working in a fast-paced, startup environment. You'll have lots of flexibility, ownership, and autonomy — this is not your typical 9-5.

    • PASSION – you are passionate about Givebutter's product and mission. You'll have the opportunity to truly change people's lives, and it's important that you are passionate about doing it.

    • CRED – Meaningful academic or professional experience. We love portfolios!

    What you get:

    • Work from anywhere: Live and work from wherever makes you happiest

    • Be an owner: Get meaningful equity in the company, and ownership over the projects you work on

    • Make an impact: Solve important problems for real people every single day

    • Love what you do: Feel good about the work you're doing and the company you work for

    Who you'll work with:

    Max Friedman is the CEO of Givebutter and will be working with you on a daily basis. Currently, Max fills most Customer Success functions along with Liran Cohen, Givebutter's CTO. You'll also be working with Liran and our engineering team to share and communicate customer feedback as well as product updates.

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!