Remote software support Jobs in February 2020

3 Remote software support Jobs in February 2020

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  • Customer Support / Customer Success (1)

    • This position is remote, based in the United States.

      As a Support Operations Specialist, you will be responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team, primarily our Zendesk instance, and integrations with internal business processes and tools. You will be able to juggle a diverse workload that includes everything from managing user provisioning to troubleshooting custom applications in support of a global organization. As we rely on our systems to support and scale the organization, you will be the backbone and the foundation to our success!

      Responsibilities
      • Develop a flexible process and tool execution strategy to support the growth and scalability objectives of GitLab Support and company wide initiatives.
      • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
      • Manage a fast-paced queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
      • Support and maintain several business critical SaaS systems (e.g. Zendesk Suite, GitLab, Slack, SFDC, Google groups, Zendesk Insights/Explore, and GitLab internal systems) including user administration in accordance with written and audited security controls and configuration changes when needed.
      • Develop and maintain system failover processes for customer facing Zendesk apps.
      • Provide support and troubleshooting for our Support systems, including App integration, tagging, macros, automations, etc. when necessary.
      • Maintain and demonstrate 100% compliance with all written security policies and change management controls and assist with quarterly audits of user access to key systems.
      • Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.
      • Assist with implementation of new systems as needed to support evolving processes and critically evaluate our use of systems with a view to improve global efficiency.
      Required Skills/Experience
      • 1-3 years experience in SaaS support with proven ability to support diverse customers needs with skill and humor
      • Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required.
      • Demonstrated technical aptitude for, and experience supporting, client-server and/or web-based applications and SaaS/PaaS solutions
      • Proven ability to solve practical business problems
      • Understanding of business processes and ability to translate business requirements into application functionality
      • Zendesk enthusiast who thrives on working in a fast-paced and changing environment
      • Strong team player with service-oriented attitude and customer focus
      • Excellent written and verbal communication
      • BA/BS Degree or equivalent work experience
      • An eye for detail and out-of-the-box thinking
      • You share our values, and work in accordance with those values
      • Successful completion of a background check
      Desired Skills
      • Demonstrated understanding of technical software support processes and concepts
      • Experience in CRM or a related industry
      • Familiarity with change management processes and risk control compliance
      • Experience working on the Zendesk platform as an agent or developer
      • Experience with enterprise integration tools
      Compensation

      To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

      Additional details about our process can be found on our hiring page.

       
      Remote-Global
  • Marketing / Sales (1)

    • 2 weeks ago

      Ylopo is looking for our next superstar sales representative. We have more inbound leads than we can handle with our current small sales team and we’re looking to find a new team member who can confidently and diligently turn qualified inbound opportunities into happy customers.

      You'll love this role if... you are a natural born seller who yearns to be in a true team atmosphere where a driven individual can grow to unlimited heights in one of the largest and fastest growing industries in the world.

      Who We Are: Founded by two real estate technology veterans, Ylopo has developed a next generation Complete Digital Marketing and Technology Platform that generates and nurtures high quality home-buyers and sellers for its client base of real estate agents, teams, and brokerages. There are almost 2 million real estate professionals in the U.S. who are prime prospects for our suite of superior products including a proprietary technology that sits on top of Facebook unleashing the most targeted and cost effective lead generation opportunity the real estate industry has ever seen. Ylopo is now entering a very exciting and high-growth stage and we’re looking to add more great people to our driven, fun, and close-knit staff. Ylopo is an ideal place to work for anyone who wants to be in a growing industry, winning atmosphere, with the ability to be autonomous and develop professionally. 

      What we offer:

      • $50,000 guaranteed base salary with the potential to earn over $100k per year with a target based sales commission plan.
      • Benefits package includes health coverage, paid vacation/sick days, and retirement savings plan


      • At least 1 - 3 years of work experience in either B2B software sales or the real estate industry
      • Fluency in using online CRM platforms
      • Track record of high achievement - tell us what you've done that makes you a winner!
      • Integrity, energy, and genuine desire to understand and solve customer problems
      • Ability to think on your feet
      • Comfortable with selling over the phone
      • Confident, competitive, high level work ethic, sense of urgency, and a closer mentality
      • Ability to prioritize and handle time effectively
      • Strong listening and presentation skills
      • Excellent written/verbal communication skills
      • Four-year college degree is preferred but not required

       

      Sales Representative Key Responsibilities:
       

      • Follow-up on and convert inbound leads into happy customers.
      • Earn client’s trust by understanding their needs and thoughtfully answering their questions.
      • Demonstrate how our technology platform works and how it can help the client’s business grow.
      • Implement and follow structured sales and account management processes including trackingkey data in our CRM platform.
      • Achieve performance metrics and goals set by management.
  • All others (1)

    • This position is remote based.

      As a Support Operations Manager, you are responsible for being a technical expert in Zendesk system administration along with data and business process analysis. Additionally, you will need to be proficient across multiple other cloud-based application services. We are building world-class and industry-leading best practices to ensure our Support Engineers and Support Agents deliver unparalleled customer experiences. We are seeking a highly motivated Support Operations Manager who is organized, cool under pressure, a leader, and an innovative problem solver; someone with fantastic troubleshooting and analytical skills, well-rounded experience working in customer support or other operational roles, and is motivated by team as well as personal success. Your work mantra is to solve the problem, not the symptom.

      Responsibilities
      • Hire, develop, and manage a team of specialists to complete projects focused on excellence in the operations of a global Support Engineering organization.
      • Develop processes and execution strategy toward a Support Operations Roadmap to support the growth and scalability objectives of GitLab Support and contribute to a rolling 6-month plan in order to drive towards department and company wide initiatives.
      • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
      • Contribute to the administering all software systems used by GitLab’s Technical Support team (e.g. Zendesk Suite, GitLab, Slack, SFDC, Google groups, Insights/Explore, and GitLab internal systems) including user administration in accordance with written and audited security controls and configuration changes when needed.
      • Develop processes to prioritize and implement configuration changes and feature deployments toward a common vision.
      • Partner with coworkers, managers, and executives, as well as external partners to gather system requirements, understand business needs, and identify resources as necessary to ensure customer and employee success.
      • Work with GitLab Support leadership, define workflows, practices, and standards to ensure that Support Engineers and Support Agents can deliver fast, reliable, and accurate customer support globally.
      • Work with management to develop Key Performance Indicators (KPIs) for the systems and tools administered by the team; capture and report those KPIs regularly to confirm system health. Improve process and education around analysis and resolution of escalated customer and/or technical issues in a timely and effective manner.
      • Drive towards becoming a Subject Matter Expert (SME) in product or process areas as needed.
      Requirements:
      • 3+ Years Customer Support or Operations experience required, preferably in a global organization.
      • Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required.
      • 3+ years experience managing and leading a team of people, including goal-setting and leading personal development.
      • Content management experience; writing and troubleshooting JSON and/or JavaScript and HTML; familiarity with principles of change management.
      • Experience implementing business processes, sufficient for regulatory and security compliance and working with auditors.
      • Ability to use GitLab
      • You share our values and work in accordance with those values.
      Desired Skills:
      • Demonstrated understanding of technical software support processes and concepts
      • Experience in CRM or a related industry
      • Familiarity with change management processes and risk control compliance
      • Experience working on the Zendesk platform as an admin or developer
      • Experience with enterprise integration tools
      • Demonstrated leadership, analytical, communication, and problem-solving skills and the ability to act/decide accordingly.
      • Ability to collect, synthesize, and research complex issues and diverse information.
      • Exceptional customer service skills and the ability to plan organize and exercise sound judgment.
      Performance Indicators

      Support Operations support the global Support team to achieve the following performance indicators by ensuring we have the most efficient workflows through our applications;

      Learn more about Leadership at GitLab

       

      Hiring Process

      Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find her/his job title on our team page.

      • Qualified candidates will be invited to schedule a 30 minute screening call with our Global Recruiters
      • Selected candidates receive a short assessment from our Global Recruiters
      • Candidates will then be invited to schedule a 90 minute technical interview with a Support Engineering Manager
      • Candidates will then be invited to schedule a 30 minute behavioral interview with a Support Engineering Manager
      • Candidates will then be invited to schedule a 60 minute interview with the Director of Support
      • Successful candidates will subsequently be made an offer via email

      Additional details about our process can be found on our hiring page.

      Compensation

      The compensation for this role can be found here.

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