TextUs is the leading conversational messaging platform for mobile-first customer interactions. We improve business outcomes by allowing organizations to have amazing, message-based conversations with their prospects, customers, and employees across their entire journey with the organization.
CORE RESPONSIBILITIES
- Technical troubleshooting
- Chrome extension and internet browsers
- QA and reproducing customer issues and reporting them
- Willingness to be a generalist in all areas vs being a subject matter expert
- Attention to detail and high level of organization
- Willingness to give feedback on existing processes and suggesting change
- Knowing how API and web hooks work and doing basic to advanced troubleshooting within those
- In depth partner integration knowledge and knowing how most integrations work within TextUs and how information is pulled into extension
- Intimate knowledge of phone number capabilities
- Customer implementations
- Expertise in 10DLC
- Clear, concise and empathetic towards all customers (internal and external)
- Engages in conversations with our customers to ensure support for TextUs products and services
- Juggles multiple conversations in Salesforce Service Cloud with a wide range of customers
- Works directly with customers via chat, email, and phone
- Provides remote support/screen shares with customers for advanced troubleshooting
- Demonstrates product expertise, showing customers around our apps and answering basic usage questions
- Communicates customer issues internally to prioritize and improve customer experience
- Maintains accurate documentation of tickets and processes
- Provides actionable recommendations/solutions to customer challenges
- Maintains subject matter expertise of TextUs products and service offerings
- Seeks and engages in opportunities to learn and grow and share technical expertise with the team
- May be asked to perform add-on services as TextUs expands our Service offerings
- Accountable for maintaining accurate documentation in Salesforce Service Cloud to track customer touchpoints and capture relevant information
WHO YOU ARE
- Thrives in a tight-knit, startup community
- Exemplifies a team mentality
- Positive and energetic attitude with exceptional customer service skills
- Accountable, asks for feedback and strives for continuous improvement
- Exceptional written and verbal communication skills
- Technical aptitude and ability to learn platforms
- Passion and curiosity about technical products and SaaS
- Synthesize technical issues
- Strong ability to understand information from documentation
- Proficiency in complex problem solving
- Strong attention to detail, with a sense of urgency
- Ability to prioritize issues and resolve them in order
- Experience within a ticketing environments (ServiceCloud, ZenDesk, JIRA)
- Experience with a CRM or Support Desk software is a bonus
EMPLOYMENT DETAILS
- Job Type: Full Time
- Compensation: $60,000
- Location: Remote. Headquartered in Denver, CO
- # of hires for this role: 1
- Target Start Date: 3 weeks from offer date
- Reporting to: Customer Experience Director
By submitting your resume for this role, you consent to communication via text and email
INTERVIEW PROCESS
- Initial Call w. HR (45 mins via Phone)
- Topics: Culture, logistics
- Interview w. CX Team (two 45 mins via Zoom Video)
- Topics: Culture, leadership, skills, role overview
- Rembrandt Assessment + Assignment (Self Paced)
- The Rembrandt assessment allows TextUs to assess how your personality fits within the role and the TextUs culture.
- The assignment will cover both written and technical skills
- Interview w. Hiring Manager (45 mins via Zoom Video)
- Topics: Culture, skills, role overview
- Q&A w. SVP of Customer Success (30 mins via Zoom Video)
- Topics: You will come prepared with questions about the role, team, product to ensure this role is the best fit for you.
WHY TEXTUS
Our team members have a clear voice and an impact on the success of TextUs. We are a collaborative, learning and data-driven culture with an experienced and proven leadership team.
TEXTUS BENEFITS INCLUDE
- Competitive pay
- Health / Dental / Vision Insurance
- HSA contributions
- 401K with company match
- Unlimited PTO
- Cell phone + internet reimbursement for $100/month.
- One-time $1,000 home office stipend once you've been with TextUs for 6 months
- Up to 12 weeks of Parental Leave
- 2024 Holiday Schedule link here
- U.S. remote first with optional WeWork office space in downtown Denver, CO
TextUs does not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all members of our staff, volunteers, subcontractors, vendors, and clients.
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Cualquier lugar del mundo.
$60,000 - $60,000/año.