If you have the skill to function as an Account Support Representative at a reputable firm, Semaphore would like to hear from you. Semaphore, a leading software delivery service with a global customer base, is looking for an Account Support Representative to join our team.
From the beginning, we were passionate about both making software and the effects great products have on people. We have combined those in creating Semaphore, which we launched in 2012, and transitioned to become a product company. Over the years we have grown in all aspects — and continue to every day — but our goals have remained the same. Have fun while working with the best technology at hand. Design and create the finest product we can. Compete with the top in the industry. Learn from the best. Focus on the essentials. Cultivate openness and respect in all communication. Be friends with one another. Learn constantly. Share what we know.
The Customer Support team at Semaphore plays an important role in our relationship with customers. The most significant characteristic of our support team is that we love helping developers – more than 9 out of 10 customers rate Semaphore support as exceptional. Our mission is to keep the customers happy by assisting them as quickly and awesomely as possible. That is where you step in.
Position
Account Support Representative
Salary
Very attractive
Job Schedule
Full Time
Location
Remote
About the Role
You will handle a wide variety of inquiries, including questions about user credentials, billing, and user management while delegating technical support requests to the rest of the team. It requires a logical brain and a speedy sense for solving problems
This is a full-time remote position with a fixed 12-month contract for maternity leave cover.
Working hours: 10 – 18 PST (GMT-8) Mon – Fri
Responsibilities
- Respond to customer requests in a timely and accurate way via email or Slack
- Analyze customers’ requests to understand common issues and needs
- Update our internal knowledge base with useful information gathered from the communication with the customers
- Participate in building internal processes and procedures to make them as effective and efficient as possible
- Gather feedback from the customers and propagate it to the relevant teams
- Follow up with customers to ensure their issues are resolved
- Collaborate with other teams in handling and overseeing customers’ payments
Requirements
- 1+ years of professional experience in a customer support role within a startup environment, or equivalent.
- Minimum Bachelor’s degree or equivalent level of education
- Excellent English, both written and verbal communication skills
- Ability to work effectively remotely with an international team
- Emotional intelligence and empathy — you are a people person who is naturally pleasant to customers even if they are having a bad day,
- Strong analytical reading skills – you can recognize the question behind a question.
- Excellent problem-solving skills – you might not know all the answers, but you know how to find and communicate the solution.
- True customer advocate – you understand the importance of keeping both the customer and the relevant internal teams regularly updated
- Highly organized and self-managed, have an excellent work ethic and attention to detail.
- Proactive team player interested in taking an active part in the evolution of team processes
Bonus experience
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Experience in communicating with developers
Benefits
- The impact of working on a product competing in a global market.
- Join a small team of around 30 full-time people who love their work.
- A healthy 40-hour work week and a friendly and supportive work environment.
- Competitive salary.
- Company retreats.
- Space to learn continuously and choose the tools and equipment for your job.
- Interact with developers that use Semaphore and talk about the latest and significant way to develop and ship software.
- Paid membership at a fitness club of your choice.
Required Documents
- Resume/CV
- Cover Letter
How to Apply
Interested and eligible individuals should please CLICK HERE for further information and to start the application process
Note
- Do not provide your bank account or credit card details when applying for jobs.
- You should never pay when applying for jobs.
Application Deadline
Not Specified
