SkyVerge · Aug 2nd 2018
SkyVerge is looking for a talented Customer Support Specialist to join our fully-distributed team and help support our entire suite of products.THE ROLE You’ll be the first point of contact for our customers, helping them with problems, and answering questions. As part of a small team, you’ll likely get your hands dirty with a little bit of everything.Here are some things you may do on a given day:- Assist customers by troubleshooting technical problems and escalating to the engineering team as needed
With over 70 products that we support, there’s plenty to learn. We’re aiming for you to have broad knowledge (mile-wide, inch-deep) and work closely with the product & engineering team to tackle more technical or in-depth questions that go beyond your knowledge.
On the first day you will:
In the first week you will:
In the first month you will:
You have that unique combination of technical aptitude and empathy for the user. You’re comfortable with code but prefer to be customer-facing. You’re self-driven with a sense of urgency and draw satisfaction from going above and beyond to provide solutions. You’re an excellent communicator and have the ability to thrive in a distributed environment. Perhaps most importantly, you have a willingness to learn.REQUIREMENTS
To succeed in this position, you must have:
It’s helpful if you have:
Our team is fully-remote and we communicate primarily through Slack, GitHub, Help Scout, Intercom, and weekly stand-ups via Zoom (a few short meetings) — we believe the best work happens when given lots of uninterrupted time that’s free of distractions.
As a remote team, we believe that regular meet-ups are invaluable for getting to know each other better, so you should be available for 1-2 company-paid team trips per year. Curious about these trips? Check out our recap of our last team retreat (SkyTrip) to get an idea of what they’re like.
This is a full-time, salaried position, but hours are flexible. We know your work will speak for itself with thoughtful replies to customers, wiki edits, and published documentation.
After an initial screening, you’ll get an email with a few questions to answer. Following that, you’ll have a few 30 minute phone chats with different people on our team to learn more about you and answer any questions you have about the position and company.
If this goes well, we’ll invite you to join our team and start your 4-week trial. During this period you’ll work full-time as a paid contractor, or part-time on nights/weekends if you already have a full-time position. This gives you an opportunity to make sure you enjoy the work and the team, and it gives us an opportunity to evaluate your work. We’ll have regular chats each week to share feedback and make sure we’re on the same page. At the end of the 4 weeks, you’ll be offered a permanent position
Applications accepted through August 15th.BENEFITS
Here are some benefits we’re happy to offer to our team members:
We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.