Technical Support Analyst
7 days ago
Monday - Friday: 11am - 1:30pm & 2:30pm - 5:30pm PST
Tuesday - Saturday: 11:30am - 2pm & 3pm - 6pm PST
We're on a mission to democratize automation and we're growing our team of Technical Support Specialists across our Support Team.
We're looking for someone technical and customer focussed who loves working in Support to join our team to help customers solve tricky technical problems and use automation to its fullest.
If the idea of helping people free up time by optimizing their workflows appeals to you, then read on...
You're highly skilled in technical customer support. We're looking for at least 2 years experience in customer support in the SaaS industry. Maybe you're a Support Vet or you're newer to the field, either way you love your craft.You're highly productive and you bring your A game to the queue every day.
Helping customers gets you excited and you're passionate about finding ways to improve your skills and how we operate to drive productivity.
You know you produce higher quality work by putting in the reps. You keep it simple. Support at Zapier is different than other software companies.It's not the same questions over and over again, and often involves researching technical nuances of the apps we support.
When you don't know the answer to a question from a customer you don't spin your wheels, you use your resources and ask for help which helps you learnYou make customers feel empowered after interacting with support.
Whether it's your own metrics, team wide metrics or a project or task, you're focussed on driving positive outcomes.
You take change in your stride, and you support your teammates through change too.Zapier is a fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization.
Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
Help customers across both Paid Support and Premier Support Teams. We're looking for flexible team members who are able to help where our customers need us most.Meet and exceed individual performance metric expectations for a Technical Support Specialist (Replies per day, average handle time, Quality and chat escalation rate).
Help your teammates by answering questions in Slack when someone is stuck.Sharing knowledge through lightning talks and Slack updates to help your team members learn new things.
Contribute to strategic projects such as helping to hone our virtual assistant content, analyzing data and making recommendations about areas of the product we need to fix for our customers, and advocating for bug fixes with our Integration Quality Team.
At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity.
This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate.
the resume and CV fields are optional.After you apply, you are going to hear back from us—even if we don't see an immediate fit with our team.
Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity.
Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws.Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. Even though we're an all-remote company, we still need to be thoughtful about where we have Zapiens working.
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