CM819 - Support Associate (Eu)
Responder al anuncioAbout the Team: Everyone at Netlify is great at their work and interested in the customer-centric feedback we can provide from Support. We're also interested in helping you succeed at your goals of the moment - be that answering a customer question, learning a new web framework, or honing your blog-writing and public speaking skills. From our UI, to our service, to our customer support: our customer experience is well regarded. Please take a look at our Support Values document, and see if you agree with the way we do our work.
What You'll Do: This is an entry-level, remote position during local business hours in Spain, Monday-Friday. This is a great opportunity to learn, to grow, and to advance your career. There are two main responsibilities for this job:
- Triage incoming helpdesk requests from our customers. You'll be using our routing process to make sure helpdesk tickets get put into the correct queues in Zendesk for our Support Engineers to work on.
- Answer customers' questions about their administrative and billing issues. You'll be paired with one of our Support Engineers as your onboarding buddy, and they will train you on how we answer these tickets. Some examples of these ticket types include transferring websites from one customer to another, renewing customer domains, open source plan approvals, and renewing site SSL certificates.
Additionally. . .
- You'll have one-on-one calls to work with your teammates and your manager.
- You'll attend our weekly team syncs.
- You'll suggest improvements to our processes, internal documentation, and tooling.
- You'll learn how to file product feature requests and bug reports.
- As you become comfortable with our platform and our customers, you will eventually start working on technical customer issues, like adjusting networking settings and troubleshooting builds, and you can start exploring our full range of product features through Advanced Onboarding.
- You'll have the opportunity to attend pairing sessions with Support Engineers and other Netlify teams to discuss technical cases.
- You'll work with your manager on next steps in your career development, with a target of growing into new or more senior roles.
- You will learn something new every day.
What You'll Bring:
- A love of learning. You will be learning new things every day.
- Excellent triaging skills. A major part of your daily routine will include reviewing and sorting incoming cases, to allow our team to focus on individual areas of the product or types of sorted cases.
- Excellent organization skills. You'll be juggling a lot, and switching between tasks throughout the day. You'll be deciding how to categorize incoming customer tickets (we receive an average of 130 tickets a day Monday-Friday, and there will be 2 people triaging).
- Excellence in spotting trends. As you'll be seeing many customer reports every day, you'll be well-positioned to spot trends. This means noticing what questions customers are asking, and escalating to senior staff ASAP if you sense there is a system-wide problem.
- Excellent written communication skills. All of your communication with customers and a lot of your communication with your colleagues will be written.
- The ability to work independently, after our thorough onboarding process. Sometimes you won't know the right answer, but you're the kind of person who can always come up with somewhere to look for it—sometimes you'll just have to Google it.
- Basic familiarity with network technologies such as concepts like HTTP(S) and DNS.
- You've heard of Git and/or are looking forward to learning a lot about it.
- You're a user of the web, and know what HTML and JavaScript are.
- Motivation to grow your technical skills and do technical work.
- A passion for helping people succeed with technology. If you're a good fit, you'll agree with what this blog post has to say about being excited to do support. This is not to say that you can't choose to move into other roles within the company some day, but instead that right now, and for the next while, providing support is what you want to do.
- You should be up for a challenge and enjoy it. Solving hard problems brings you joy.
Applying: A resume or short listing of your job history & skills (link to a LinkedIn profile would be fine). In your cover letter, please tell us what motivates you about helping people and solving problems. Also, please describe a situation in which you came up with an unexpected way to help someone at work. A few paragraphs will do. Interviews will refer back to these answers, so please be prepared to speak in more detail about this later!
About Netlify:
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