Sr. Technical Support Specialist, Premier - remote

Zapier

Posted 2 weeks ago • Australia, New Zealand, Americas West

We’re seeking someone based in or near Australia/New Zealand who can work Tuesday –Saturday, from 8:00 am –5:00 pm in the GMT +12 zone, or in the Americas who is available M-F PST from 12:00 pm –9:00 pm.

Hi there!

We’re on a mission to democratize automation and we’re hiring a Sr. Technical Support Specialist to join our Premier team, supporting our enterprise customers. 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…

About You:

You’re highly skilled in technical customer support. We’re looking for at least 4 years experience in customer support in the SaaS industry. Even better if you have previous experience troubleshooting APIs.
You love working tickets. 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 love solving problems. Every customer is different and you relish being able to meet their specific needs. You see each ticket as a puzzle to solve.
You’re always looking for ways to level up your knowledge and skills. You know you produce higher quality work by putting in the reps. You find ways to level up your Zapier skills and knowledge to empower you to excel in the queue.
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. You recognise this complexity, but you don’t overcomplicate it.
You’re persistent. You love the opportunity to solve new problems every day for our customers. In cases where the customer runs into an issue you think we should resolve, you advocate for resolution with the appropriate Build Team. 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 learn!
You love doing things efficiently. At Zapier, the work you do has high impact on the business. We believe in systems and processes that let us scale our impact.
You’re empathetic to customers and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support.
You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).
You’re highly accountable to outcomes. Whether it’s your own metrics, team wide metrics or a project or task, you’re focussed on driving positive outcomes.
You’re a champion of change. You understand the changing landscape of tech and the importance of responding to need. You take change in your stride, and you support your teammates through change too.
You set your own course. At Zapier, we have quick team meetings and one-on-one’s every week and then we go make things happen. You thrive in an environment where you have direction but can call the shots to do right by the customers and our team.

Things You’ll Do:

Zapier is a fast-growing, and remote-first company, so you’ll likely get experience on many different projects across the organization. That said, here are some things you’ll probably do:
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, analysing 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.

How to Apply

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. We’re looking for the best fit for each of our roles, regardless of the type of companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question;the resume and CV fields are optional.

Education is not a requirement for our roles;however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal-opportunity employer and we’re excited to work with talented and empathetic people of all identities. 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. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. 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. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.

Application Deadline:

The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.

Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.

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