Customer Success Specialist for Asset Management for Jira
What you'll do:
- Answer customers’ questions with timeliness and empathy (mostly via email)
- Coach new users through the fundamentals of using our product.
- Troubleshoot technical issues utilizing internal and external resources, testing things out on your own, trial and error, as well as through collaborating with the founders.
- Hopping on calls to demo the product to potential customers (occasionally)
- Collecting and reporting feedback to assist with product development decisions
- Updating our knowledge base and making product training videos
- Writing documentation for new releases
Qualifications:
Required:
- You’ll work from home (or a co-working space if you prefer) anywhere in North America. We're pretty relaxed when it comes to working hours. However, we've noticed that most customers contact us between 10am-6pm EST (UTC-5).
- You are calm and collected. You enjoy helping and talking to people. You realize that customers may ask you about the same issues repeatedly. You know that things can go really wrong sometimes and are able to deal with “fires” without losing your cool.
- You’re self-managed and very well organized. You know that you will be joining an early-stage startup and that will require wearing multiple hats while not losing track of the bigger picture.
- You won't need tons of technical experience, but you do need to be a quick learner, a deft decision-maker and able to empathize with customers and their individual needs and priorities.
- 2+ years of Customer Support experience
- Strong writing skills with a focus on clarity and accuracy
- You’re a Manager of One. Ability to take ownership of their role, and drive it to completion with minimal supervision is critical for this role.
- Ability to remain empathetic, even in difficult situations, and guide customers to efficient solutions.
Preferred:
- Worked at a startup or a SaaS company before
- Experience with Jira and Atlassian products
- Have worked remotely before
Benefits:
- A competitive salary
- 4 weeks paid time off
- Flexible hours
- Freedom to try new things (help people the way you want)
- No disruptions (we have almost no meetings)
- Plenty of opportunity for further education and growth
- Profit sharing
- Fully paid healthcare (dental, medical, vision) coverage
- 401k with 3% company contribution
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