Key skills
AISaaSCollaboration
About this role
Role Overview
- Support customers via tickets in Zendesk, helping them to recognize the full value of Fullstory.
- Advocate for improvements that matter to customers, leading to actual changes within the product and to our processes.
- Proactively surface, propose, and implement solutions to broken and inefficient processes.
- Budgeted time outside of the support queue (we call this extra-queue-riccular work) to contribute to projects that meaningfully impact company-wide goals.
- Leverage AI-powered tools to accelerate troubleshooting, summarize complex customer issues, and identify trends in customer feedback.
Requirements
- Has previously worked as a SaaS support professional troubleshooting technical issues for software bugs or APIs.
- Experience prioritizing tickets based on customer needs using Zendesk.
- Experience handling escalated customer requests with empathy.
- Located in the United States and can work a 9am-5pm PST schedule.
- Willing to assist with an incident, critical weekend and after hours rotation.
Benefits
- Flexibility and Connection.
- Benefits.
- Learning opportunities.
- Productivity support.
- Team Collaboration.
- Paid parental leave.
- Bereavement leave, including miscarriage/pregnancy loss.